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<xTITLE>In mediation marketing, the little touches count</xTITLE>

In mediation marketing, the little touches count

by Tammy Lenski

From the Mediator Tech blog of Tammy Lenski.

Tammy Lenski

thank-you-cardEvery Friday I write thank you cards to clients I served that week. They're hand written and I choose the card from a stockpile I keep in my office, something for every client personality. It takes me 15-20 minutes do write each week's cards and I know they matter because clients have commented.

Sometimes, I'll include an article from my files if I have one that's relevant post-mediation or consult. And, of course, I include my business card…three of them. One for the client to keep, two for them to give to others.

I still remember my mother sitting me down at the kitchen table when I was a child, reminding me of the components of good thank you notes, and handing me a stack of blank cards after each Christmas and birthday. Thanks, Mom.

Business thank you notes aren't much different, and Church of the Customer has a good, short post on the Five Must-Haves for Thank-You Notes, including:

  • Thank the person for choosing your business. If they shared a specific reason why they choose your business of why they like it, reaffirm it. For heaven's sake, though, don't turn it into a sales pitch.
  • Include a personal detail about the recipient that you picked up on. Prove that you were listening. Humanity is a good thing in the antiseptic world of business.

If you want an alternative to sending out your own cards, Send Out Cards will do it for you, for a fee. I prefer the personal touch of doing it myself, but I also know business owners who rave about this service.

What thank you strategy do you use? Share a comment and keep the conversation going (if you're reading this in email, click on the article title to be taken to the article's page and comment box)?
Copyright © 2007 by Tammy Lenski. All rights reserved.


Dr. Tammy Lenski helps people resolve conflict in ongoing business and personal relationships and bring their "A" game to difficult conversations. Since founding her NH-based conflict resolution firm Myriaccord LLC in 1997, Tammy has worked with individuals and organizations worldwide as a master mediator, executive coach, speaker, and educator. Author of the award-winning book, Making Mediation Your Day Job, she recently received the Association for Conflict Resolution’s prestigious Mary Parker Follett award for innovative and pioneering work in her field. Her second book, The Conflict Pivot, was released in 2014.


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