33The Power of Handwritten Notes
I have a handwritten note on my desk, and it has been there for years. I keep a clean desk, but the note stays. Since I have received the note, I have changed desks and also we have moved homes. And yet, the note stays on top of my desk, over to the edge on the right side. It's important to me. It's from a woman who attended one of my talks and took the time to write me a detailed note, on a full‐size piece of stationery, about how it affected her. It makes me feel good. So it stays.
I have another one in my car. I keep it in my center console, and I read it when I'm grouchy.
“You Would Have Lost Us if You Hadn't Sent This Note”
Recently, I was working with a large manufacturer's customer‐facing staff.
We'd been working together for about four months, and this was a follow‐up workshop with the large group to discuss successes, wins, and progress.
One of the salespeople raised his hand and told this story.
He had made a terrible mistake on an order. He sent the wrong product, and it got there late.
The customer was rightfully angry, and explained his displeasure in great detail. With choice words.
The salesman went about fixing the problem, just as you would.
He corrected the order, made sure it was delivered, and followed up with the customer.
Then he sent a handwritten note.
About a month later, when he came to visit the customer, the CEO walked out of his office, holding the handwritten note.
But the salesman had not sent the note to the ...
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