An honest letter from YOUR customer. Do you dare read it?


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I KNOW that my brain works in strange ways.  But for some reason, I started thinking about what a customer would say to owners and leaders about their honest wants, needs, and desires if they wrote them in a compact letter.  Here’s my take….

Dear Business Owner/Leader:

Please do what you say you will and don’t make me have to come back a second time to get my needs met. Select staff that have the talent and passion to serve.  Give them the knowledge to answer and anticipate my questions and needs.  Treat them well, so they are more inclined to serve without hesitation.

If possible reward each member of your team in proportion, not only to their sales, but to their ability to make me want to visit you again.  Oh yeah, design a company where I am wrapped in caring and enthusiasm whether I spend time with you online, in-person, or on the phone. Frequently, but without being a nuisance, ask me how your business can serve me better.

Thanks for listening.  By the way, I was just wondering is the too much to ask?

I am rooting for you….

Your Customer

Anything you’d add?

Are you measuring up?

Republished with author's permission from original post.

Joseph Michelli, Ph.D.
Joseph Michelli, Ph.D., an organizational consultant and the chief experience officer of The Michelli Experience, authored The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of The Ritz-Carlton Hotel Company and the best-selling The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary.


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