Want to make deep connections with your customers? Here’s how.
Most of us interact with dozens of businesses online, every single day. Maybe more.
That may seem like a lot, but think about it:
- When you wake up and check 3-5 apps, there are real businesses behind those
- When you open your browser and go through your usual 5-10 sites that you visit each morning, those are real businesses, too
- When you start your work day and use apps for productivity, project management, customer service and more, you’re doing business with real companies
Every single customer that you have is in the exact same situation.
Of course, we ALL want to be the center of our customers’ lives, but let’s get real: that’s simply not going to happen. It’s not a realistic goal.
But can you elevate yourself above those dozens of other businesses, and make your customer think of you as more than “just another product”?
And one of the best ways to do it is to step outside of the sandbox that everyone else is playing in.
What do I mean?
Your customers probably handle all of their interactions with these businesses online, via email, social media, and maybe phone calls.
Real mail is a dying medium: the U.S. Postal Service shared that the average home only got a personal letter once every seven weeks in 2010, down from once every two weeks in 1987.
Sending a simple handwritten note that shows up in your customer’s real mailbox is a fantastic way to get their attention and set yourself apart from the crowd.
Today, I’ll show you how to send a handwritten note that your customers won’t forget.
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“But We Don’t Have Stationary/Branded Envelopes/A Wax Seal With Our Logo On It Yet”
Too many businesses get hung up on the “branding” of handwritten notes.
“It needs to have our logo and address, and the lettering needs to be perfect, and what color should the accents on the envelope be, and blah blah blah blah….”
The way I’ve heard some people talk about “best practices” for handwritten notes, you could spend weeks project planning a single note.
That’s crazy. Handwritten notes don’t have to be perfect. In fact, they’re not supposed to be!
If you want something to look perfect, type it up, have a designer make it pretty, and spend a bunch of money getting it printed.
But if you want something to be effective, then you don’t need to worry about any of that.
Imperfection—that smudge of ink, that crooked stamp, that less-than-perfect handwriting (mine is terrible!), that undotted “i”—is part of what makes a handwritten note so special. You’re making a personal connection with a customer.
Instead of saying “we’ve vetted this through three departments, rigorously designed it and spent four weeks finalizing it” (what most ads and marketing emails say), a handwritten note says “I’m thinking of you right now, I wanted you to know that, and an email isn’t personal enough to tell you that.”
So if you don’t have branded stationery, don’t worry about it. Just get some paper and envelopes—here are the actual ones that I use, $10 for a 50-pack at Target—and get writing.
And remember: handwrite everything: the note, the address, and your return address. This is important.
Five Scripts for Unforgettable Handwritten Notes
Can’t figure out when the “right time” is to send a handwritten note, or want to write a handwritten note, but don’t know what to say?
Don’t worry. I’ve got you covered. Just use these scripts below.
Scenario: A prospect reached out with questions about your product, and you helped them, either via email or phone. Obviously, this one only works if they list their business address online.
This isn’t a hard sell, just a note to let them know that you’re not like the others.
Thanks so much for taking the time to email us. Would love to have you on board 🙂
Have a great day!
2) Customer Onboarding
Scenario: A new customer signs up for your product or service.
The goal here is to, briefly and simply, let them know how much you appreciate their business, and to reinforce, in their mind, that they made the right decision to buy.
Just wanted to send a big THANK YOU for signing up for [Product/Company Name]. Thrilled to have you on board!
Also read: 10 Great Examples of Customer Onboarding That You Can Learn From
3) Thank You
Scenario: A customer emails or calls you for help with an issue, and you resolve it for them.
Remember: for every customer who complains, there are 26 customers who don’t say anything. Often, they’ll simply leave.
That’s why customers who complain are giving you an extraordinarily valuable gift: insight into what’s probably making many more customers unhappy than just the person who chose to tell you about it.
Thank them for that gift with a personal note.
Thanks for letting us know about [issue]. Just wanted to apologize again, and let you know how much I appreciated the chance to help you.
Have a great day!
4) “Gift Time”
Scenario: It’s the holidays, your customer’s birthday, their “anniversary” with your business, or any other time it might be appropriate to send a gift.
Happy [holiday]! Just wanted you to know that we’re thinking about you, and appreciate having you as a customer.
Have a great day!
5) Just Because
Scenario: You’re really smart (which, if you’re reading this blog, you almost certainly are), and know that customer loyalty is important, so you love to show your appreciation to your customers anytime of the year.
Just wanted to drop you a quick note to let you know that [I/we] really appreciate you. You rock, and [I/we] hope you have an amazing day 🙂
Send a Handwritten Note Today
I hope I’ve convinced you that writing a memorable handwritten note isn’t that hard.
And so, I challenge you: send a handwritten note to a customer today.
Have you ever gotten a handwritten note that moved you? Have you sent one that made an impact? Let us know in the comments!
Note: Your help desk should be your best employee. And the easiest to train. If you’re weighed down by complexity—or tired of overpaying—sign up for a 30-day trial today! (No credit card required)