{"id":32441,"date":"2021-10-20T00:00:00","date_gmt":"2021-10-20T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/old-school-ideas-can-have-big-impact\/"},"modified":"2024-01-17T08:08:19","modified_gmt":"2024-01-17T08:08:19","slug":"old-school-ideas-thank-you-note","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-service-strategies\/old-school-ideas-thank-you-note\/","title":{"rendered":"Old School Ideas Can Have Big Impact\u202f"},"content":{"rendered":"\"Old\r\n\r\nMany years ago, my daughter and I were in our basement, and she found an old typewriter. She looked at it with amazement and asked, \u201cDad, what\u2019s this?\u201d I explained it was what we used before computers and keyboards were invented. We would type letters and thank-you notes on a piece of paper, without spell-check. She asked if she could play with it. It kept her busy for days.<\/span>\r\n\r\nYears later, we occasionally reminisce about the old typewriter. Technology has evolved. We\u2019ve gone from typewriters to computers to apps on a mobile phone. I was recently answering a question from a young customer service agent. One thing I suggested was that he follow up his conversation with a customer with a thank-you note. And he did, sort of. He didn\u2019t\u00a0actually write\u00a0the note. Instead, he texted the thank-you to his customer.\u00a0<\/span>\u00a0<\/span>\r\n\r\nNow, I wondered if the text had the same impact as an old-fashioned handwritten<\/a> \u2013 or even typed \u2013 thank-you note. So, I decided to conduct an informal poll with some friends and colleagues. <\/span>\r\n

The questions I asked were:<\/span>\u00a0<\/span><\/h3>\r\n
    \r\n \t
  • Which has more impact, a handwritten\u00a0note\u00a0or a text?<\/span>\u00a0<\/span><\/li>\r\n \t
  • Which has more impact, a handwritten\u00a0note\u00a0or an email?<\/span>\u00a0<\/span><\/li>\r\n \t
  • Which has more impact, an\u00a0email\u00a0or a text?<\/span>\u00a0<\/span><\/li>\r\n<\/ul>\r\nOverall, the handwritten note wins. Email was next, but I was surprised that several people would prefer a text. But it probably isn\u2019t a surprise that those who preferred texting were in their 20s.<\/span>\u00a0<\/span>\r\n\r\nThis made me start thinking about how so much has changed. <\/span>Old school technology, techniques, and practices have given way to a new way of doing business. <\/span>\r\n

    For example:\u00a0<\/span>\u00a0<\/span><\/h3>\r\n
      \r\n \t
    • We don\u2019t, as mentioned, use typewriters anymore. We use computers and apps.\u00a0<\/span>\u00a0<\/span><\/li>\r\n \t
    • While we still use calculators, they are built into our phones and computers. Who still has a calculator that \u2026 just calculates?<\/span>\u00a0<\/span><\/li>\r\n \t
    • We used to write letters that we addressed,\u00a0stamped,\u00a0and mailed, and while we still do, emails have taken over as the main method for most \u201cwritten\u201d communication.\u00a0<\/span>\u00a0<\/span><\/li>\r\n \t
    • And for some, texting has taken over as the main form of communication, including the phone.<\/span>\u00a0<\/span><\/li>\r\n<\/ul>\r\nThere\u2019s nothing wrong with any of this, but let\u2019s get back to the choice of sending your customer a handwritten thank-you note versus a short text message. I\u2019m not against the text, if it\u2019s appropriate and done the right way. You\u2019ll have to decide based on the relationship you have with your customer. And even if it is appropriate, what should drive your decision is what would be most impactful or meaningful.\u00a0<\/span>\u00a0<\/span>\r\n\r\nI tell the true story of an amazing cab driver who sent me a note to thank me for my business. I was impressed \u2013 so impressed that I framed the note and hung it on my wall. I couldn\u2019t hang a text message on my wall.\u00a0<\/span>\u00a0<\/span>\r\n\r\n\u201cOld school\u201d ideas may have more relevance than you think.\u00a0<\/span>\u00a0<\/span>\r\n\r\n