How to Say "Thank You", StrategicallyBy: Robert F. Abbott Do you wonder, like I do, if an email thank-you note is the best way to show appreciation after a sales call or some other event? Well, it now appears a growing number of decision makers consider an emailed thank-you note acceptable. A survey by the Accountemps organization asked executives this question: "How appropriate is it for job candidates to send an e-mail thank-you message, rather than a written note?" Of those who responded, 26% considered an email response very appropriate, while another 52% considered it somewhat appropriate. On the other hand, 22% considered an email thank-you note either somewhat inappropriate or very inappropriate. Still, the chairman of the company suggests that job seekers follow up with a personal, hand-written thank-you note. Max Messmer recommends an immediate note by email, with the hand-written note to follow up. From personal experience and from what I've heard from others, this seems like good strategy, whether for job seeking, sales, or other encounters. I say "...a good strategy..." because thank-you notes provide additional opportunities to sell yourself, or anything else for that matter. As you likely know, many sales occur after multiple contacts. Those of us who sell would like to think we can get the sale on our first contact, and sometimes we do. But, for many products and services, especially those that have a significant price tag, it can take as many as seven contacts before the sale occurs. That's reasonable, too, when we think about it. After all, on first contact the prospect likely doesn't know us or what we represent. Only after a series of contacts will the prospect get to the point of trusting us and accepting our solution to his or her problem. Which helps explain why many sales managers emphasize follow-up, follow-up, and follow-up. Persistence pays. The same could well be true for job seekers, who normally get just one chance to make an impression. By sending a thank-you note, though, candidates get a second chance to imprint their name and face on the mind of the recruiter. Sending a second, hand-written note, doubly emphasizes that interest and sincerity. In fact, I'd wager that the arrival of the hand-written note would have an even greater impact on the recruiter. After all, the executives surveyed said that only 39% of job seekers sent a thank-you note of any kind after their interviews. By sending one thank-you note, you put yourself into a distinct class; by sending a second one, and especially if it's personal and hand written, you've really set yourself apart from the rest of the pack. I wish I could say I consistently send thank-you notes, whether electronic or hand-written. But, I can't, unfortunately. And, one of the reasons I'm not consistent is that I let these responses get too complicated. Rather than just send out a quick thank-you, I get caught up in the words or general approach, and as a result get caught up in the mechanics. Thank-you notes have worked best for me when I've kept the response quick and simple. For email notes, it takes only a sentence or two to include these issues:
So perhaps your thank-you note (after a sales call) might go like this:
That covers all of the key bases, and does it quickly and efficiently.
I also find it helpful to keep a supply of small thank-you notes, with matching envelopes, on hand. They don't have a logo on them, but that doesn't matter. After all, a hand-written thank-you note is unique by itself. Next, go to the marketing communication page, or visit our home page Communication Skills . Contact informationRobert F. Abbott Copyright Robert F. Abbott 2009 |