#47: Write three letters of thanks about a good product/service COMPLETED

Why it’s on the list: People are all very quick to complain about poor service or a rotten product, but not so keen to compliment people or give praise where praise is due when things go well. I’d like to redress the balance a little.

How/when I’ll judge this task to be completed: When I have identified three people worthy of praise or thanks and have written/emailed them.

Letter 1:

10.01.11: To the management and staff at the Portwell Angel

Just a quick note to thank you very much for letting me hold my 40th birthday party at the Portwell Angel on Saturday (8th January).
I have to admit I wasn’t 100% convinced that it would work as a party venue but we had the most amazing night! The Angel worked out perfectly – we had plenty of space and near exclusive use till midnight, the outside catering worked really well and having control of the music was the icing on the cake!
The staff were friendly, efficient and helpful and despite the large number of people and some very energetic children bouncing around, there was never a delay at the bar.
Several people who attended live locally yet haven’t even heard of the Portwell Angel – they were all very impressed and said that they will definitely become regular customers!
Thanks so much for letting me use the Angel – I’ll definitely recommend it as a party venue to my friends and family.
Finally, sorry for the mess of balloons we must have left behind!
With best wishes,

Letter 2:

10.01.11 – to Silver By Mail

Hi there,

Just a very quick note to thank you for the excellent customer service I have experienced on two occasions.

My mum bought me a pendant early in 2010 – it was a birthday present but because of the heavy snow she was unable to get it to me in time. The pendant was very similar to one I already had but because of the delay it was outside the 7 day returns period and she thought we wouldn’t be able to exchange it. However, you very kindly agreed to change it and I chose a beautiful bracelet instead. Good service experience #1!

Sadly the bracelet snapped about 9 months after I got it and I contacted you about a replacement. Because it was outside a 6 month period you were unable to replace it but offered to repair it at a minimal cost (£3). The bracelet was sent back to you, fixed and returned within a couple of weeks and at all times I was kept up to date with what was happening. Very impressive!

At a time when so many companies seem to provide very shoddy customer service, I have been hugely impressed by the service Silver By Mail has given me and I wouldn’t hesitate either to buy from you again or to recommend you to friends and family.

Thank you!

With kind regards,

Alison Neale

Letter 3

16.12.12 to a company whose name will be revealed after Xmas!

Hi there,

I just wanted to thank you for the fantastic service I received following placing an order on your website a few weeks ago. I spent one Sunday evening doing all my Xmas shopping online and placed three orders – the first with Amazon, another with a UK high street retailer with a big web presence and the third with [your company]. As I had never heard of you before I have to admit I was a little nervous about placing my order – after all, you hear so many horror stories of people being ripped off by web retailers that turn out to be non existent. I crossed my fingers as I pressed the send button and hoped that that you were a genuine company, that everything would go ok and my order would arrive in time for Xmas.

Imagine my delight when you delivered my order at 10am the following Tuesday morning – several hours before the delivery from Amazon, and over two weeks before the high street retailer order arrived. The parcel was beautifully packed, and the products were exactly as described.

I just wanted to thank you for the quick delivery and the care you obviously took to ensure my order arrived in one piece. I will definitely be ordering from [you[ again and will be recommending you to everyone I know (but not till after Xmas, as I fear that may give away the secret of the surprise gift I bought!)

Thanks again,