Have you sent a thank you note lately?

photo by dryicons.comWhen was the last time you sent a physical thank you note? And how about the last time you received one of these notes? Taking the time to write a note by hand is really worth it, even if you don’t know how it’s worth it yet. Sending a note is a sign…

Be More Awesome By Following Up

The single most important thing you can do to increase customer value is to follow up on the things you said you would you do the last time you talked to the customer. In the eyes of the customer, it’s the only thing that matters. As Woody Allen famously said, “80% of life is showing…

It seems like a small thing and adds up

It seems like a small thing to be nice. It seems like a small thing to say “thank you.” And it seems like a small thing to suggest a solution to the problem you found. Yet doing these small things is a powerful catalyst for customer service. Start with the basics: be nice. If you…

The “Thank You” Effect: Improving Service 1 Step at a Time

I’ve written here before about the effect that one person’s thank you had on me (thank you, Brad Feld!) I believe that “The Thank You Effect” is an example of a small action that prompts meaningful next steps to measurably improve service in any company. In my experience, there are a number of these small…

Say Thank You – It’s the Best Advice I’ve Received

Thank you for reading this post – really! When I started at Gist I had been on the job for only a few weeks when I answered a question from Brad Feld, one of our key investors. It must have been late at night and I was a little curt in my reply, and Brad…