Thursday, December 17th, 2015

Client Service – A Simple Thank-you Can Be Powerful

IMG_6096Have you received a handwritten note or thank-you lately? In this world of emails, texts and instant messaging, it really feels good to open a card and see that someone has taken the time to actually put pen to paper and write their thoughts to you.

That’s why it is so important to ask your client engagement teams to write a short thank-you note to the client’s team upon the end of the engagement. Have the in-charge (person actually leading the team in the field) to write the note and have it signed by all other team members that have “face time” with the client. Then route it to the Partner for signing and mailing. You might even need to provide the team with “suggested wording” because they sometimes lament… “what should I say?”

To make this happen, put it on the engagement checklist.

Here are guidelines:

A simple, handwritten thank-you upon completion of the engagement.

  • The “primary” team member in the field (or in the office) writes the note.
  • Route to every team member who had face time with the client or client’s team.
  • Route to the partner for signature and mailing.

Here are three versions of sample wording:

Thank-you for giving us the opportunity to work with you. We appreciate your business and the confidence you have placed in us.

We enjoyed working with you and your team this year. Thank-you for giving us the opportunity to serve you.

Once again this year, it was a pleasure for us to work on your account. We appreciate the opportunity and the confidence you have placed in us.

These are just “samples” – you know the people you work with – be creative!

 

  • "Appreciation is a wonderful thing. It makes what is excellent in others belong to us as well."
  • Voltaire

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