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How do you have a conversation early on with your customer about how you’re going to treat them?
After you land a new customer, immediately send them a handwritten note, not only thanking them but explaining what they can expect to feel while doing business with you.
Sound old-fashioned? Don’t underestimate the power of a handwritten note.
In an increasingly digital world, getting something in the mail that was clearly written by hand evinces a level of personal care and attention that is not frequently seen in the world of business. While everyone is familiar with the maxim of “write them a thank you note,” very few organizations actually practice this.
When I was a kid, my mom taught me the best way to write a thank you note was to use this three-part approach:
- Thank them for what they gave you
- Explain how you’ll use the gift
- Thank them again
It’s a simple formula, but touching none the less.
This still applies in business. In your note, say thank you to your client for giving you their business, explain how you intend to take care of them now that they’re part of your family, let them know what they can expect, and start to hint at the emotions they will feel as you take care of them (will they feel relieved? Elated? Excited? Proud? Relaxed?) Then thank them again for trusting you with their hard-earned dollars and their time.
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