The Power of Handwritten Notes

Let’s debunk this myth for once and for all: “Providing excellent customer service costs a fortune.” It doesn’t. However, providing lousy customer service will cost you a fortune and destroy your reputation. I’m always hunting for customer service stories. And this time, this story comes to you from Horn in Switzerland. After a long day of travel, my friend and I were looking forward to our stay at the Bad Horn Hotel & Spa. It has a great location, overlooking the magnificent Bodensee Lake.

When we arrived at the building, the sliding door opened. And with that, an aromatic scent welcomed us. As we walked, we admired the paintings, the arts, the flowers in the corridor leading to the reception area. The receptionists welcomed us with warm smiles and sparkle in their eyes. They took our stay vouchers, copied our passports, and authorized my credit card for the deposit. All of this happened seamlessly, typical of Swiss hospitality. Then, the receptionist briefed us about the location of the spa, the pool, the gym, the breakfast area, and of course, the direct access to the dazzling lake.

We proceeded to our room. And what a room! The classic wooden furniture, the ambiance, and the large balcony were beautiful. We sat in the balcony for some time before going back inside the room. Our delight continued. There were four bottles of water – Sparkling and Still – to cater to the different tastes of guests. Also, we had a generous plate of fruits as a welcoming gesture. After unpacking, I noticed a handwritten note on the desk. It was in German. I knew it was a welcome note from the hotel. I could only figure out a few words from it, including – Willkommen!

I asked the receptionist to translate it for me, and this is what is says:

“Cordially, welcome at our place!

We wish you a pleasant stay.

Bernadette & Stephan Hinny

And the whole Bad Horn-crew.”

I love receiving handwritten notes. They show you that the other side – vendor, company, supplier – cares about you and appreciate your business. It is a gesture that doesn’t cost you much, just the paper, little ink and, a minute or so. Yet, not most companies utilize this powerful Customer Experience (CX) engagement tool. If you don’t want to print special cards to do this, just use your company’s letterhead. It’s no brainer. Don’t miss out on this opportunity to demonstrate your care to your customers.

Now, if I were to offer advice to my Swiss friends, it would be this. I would have been much more delighted if you have written the note in Arabic. You were aware of our arrival by at least two weeks. You could have solicited the help of an Arabic speaker or used Google Translate. That would have greatly impressed us. Again, this would not have cost you anything more except for a few minutes of research. Had you done this, I would have framed the note to keep it with me forever. And that, could have been a conversation starter with my friends for years.

My message is loud and clear: Handwritten notes are powerful. Use them to impress your customers. They will undoubtedly make you stand out.

Mohamed Isa is a Business Advisor, an Award-Winning Speaker & 4-Time Amazon Bestselling Author.