It’s common to see a “Thank You” sign hanging at the doors of stores and see a thank you message at the end of an online transaction. However, these details easily escape the attention of customers. The lack of genuine expression of gratitude may cost a business a lot.
According to a 2018 study, 57% of consumers account their brand loyalty to human communication, and 58% revealed that they tend to spend more on a brand with whom they experience human communication.
Shane Perry, Max Funding senior investment advisor, points out, “Human communication has three dimensions. These are the activated emotions, the natural voice, and the personal approach. Brands that mimic human behaviour are seen as friendly, thoughtful, responsive, and helpful. These perceptions allow them to understand and deliver customer needs.”
So, how do you make your thank-you note sound genuine and personal? Here are some tips we’ve gathered from industry experts:
Start with Your "Why?"
Coming up with what to put in a thank-you note has to begin with a reason. Why are you writing this in the first place? Whether it's to thank them for allowing you to do what you love, for making you a part of their daily life, etc. Focus on what they do for you instead of what you do for them.
For example: Instead of saying “Thank you for buying a dishwasher from our company.”, consider “Hey! Thanks for inviting us into your kitchen. We’ll take care of the dishes!”
Remember the "You" in "Thank You"
Think of the person you're going to thank. Ensure that you know their names and spell them correctly. If you know them personally, prepare to write in the tone of how you'd be talking to them in real life. If not, then write as if you're trying to get to know them a little more. You can introduce yourself a little bit so that they have an idea of who you are.
(We're assuming that you're writing a note for specific customers here because otherwise, there is a myriad of templates you can use online for mass letters.)
Digital or Physical?
The method of writing is also something to consider. Emails, texts, and chat messages are convenient, and so are public posts with funny images. While those are acceptable, please consider handwriting your note. It can make the recipient feel more connected to you and appreciate the extra effort it took you to write a letter. According to studies, the open rate of handwritten notes is at 80%! It means handwritten notes are more likely to be read than electronic ones.
Once you know the purpose, recipient, and medium of your thank-you note, it's time to get your hands warmed up.
Depending on the nature of your business, you can choose to keep it formal, casual, or anything in between. This is where you have to put your "why" and "who" into writing. While you let them know that their continued support lets you continue your mission, remember to keep your intended reader in mind when writing your message, so you don't get off-track.
Whoever reads your note would feel your genuine message more if you avoid being generic. That means you may add something unique into your letter that lets the reader feel like you really thought about them. For example, instead of just saying "Thank you for your continued support," add something along the lines of "We love seeing you and your son stop by every week!" or "We hope your coaching business takes off soon!"
Lastly, try to keep your note under a page. Anything more might be unnecessarily long. Proofreading for grammar is also essential as your quality control must reflect on everything you do.
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Written by Aidan Smith
Aidan Smith is an Australian freelance writer based in Sydney. He has a passion for learning about global changes in business culture and specialises in entrepreneurship and innovation. When Aidan isn’t at his desk creating content, you’ll find him exploring the great outdoors.