A handwritten note from Advocate Lutheran speaks volumes


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Sometimes it’s not what you say . . . but how you say it

I was just reading a strong post on Christopher S. Penn’s ‘Awaken Your Superhero’. Penn talks up 5 old sales techniques. #1 on his list is the practice of writing handwritten ‘thank you’ notes:

1. Thank you cards. This is something [Zig] Ziglar was absolutely punishing on. You had to send thank you cards. No surprise, in the age of electronic automation of everything, a handwritten thank you card to a closed sale makes a huge impression because it’s so out of the ordinary.

A nice segway into #476 in the Purple Goldfish Project submitted by James Sorensen @expertinservice:

Advocate Lutheran General Hospital

“My aunt recently required outpatient surgery at Advocate Lutheran General Hospital in Park Ridge when my aunt and I arrived we were greeted by a receptionist with a smile, met with the insurance coordinator who thoroughly explained the insurance coverage spoke with the nurse that took extra time to make sure my aunt was comfortable and finally the doctor whom she has grown to trust over the years.

After the surgery, when I arrived to pick up my aunt a volunteer from the hospital was waiting in front with my aunt and graciously helped her into my car. We stopped by a local restaurant for lunch and my aunt showed me her discharge paperwork along with a card that read “I hope your visit today was excellent.” I thought to myself that’s nice gesture, but a big surprise awaited us when my aunt opened the card and found it was hand signed by people she was in contact with that day.

What a great example of how the health-care system is utilizing unique ways of reaching out to their patients by showing compassion and delivering a memorable experience.”

Today’s Lagniappe (a little something extra) – Here is close up look at the Zig-ster:

Where is the lagniappe in your marketing? What’s Your Purple Goldfish?

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Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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