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Thank-you Email

About

Showing customer appreciation is an important part of building strong, respectful customer relationships. Write a thank-you letter when the situation calls for one to let the customer know that you appreciate their patronage, loyalty, or personal contributions.

Thank-you letters are appropriate when someone has gone beyond expectations or brought significant information to light. They are also customary to show routine appreciation for loyal, regular customers.

Thank-you letters should be sincere and motivated. Being specific about the reason for your appreciation gives your letter sincerity. Thank you notes should not sound as though they are forced or asking for something in return. Thus, it is best to write thank-you letters individually so that you can personalize them.

Even when thanking a department or company, it is best to write the thank you to the person or people who you interact with the most.

Writing Tips: Thank-you Email

Think about why you are extending thanks, and proofread letters before sending them. A well-written thank-you letter enriches any relationship. A badly written one, on the other hand, is easily forgotten and can be detrimental to your image.

Focus/Purpose

    • Be specific.
      • Make specific reference to the sale for which you are thanking the customer.
      • Include the product purchased.
      • Imagine that the customer has just made many on-line purchases in a few days or is a busy corporate buyer. In order for your thank you to stand out, the customer must know who it is from and why.
    • Stay on-topic.

Thank the customer, explain why, offer further support, and be done. A thank-you letter is not the place for any other information or solicitations.

    • Do NOT ask for anything.

The purpose of a thank-you letter is to show your appreciation. To make your thank you note stand out as a genuine expression of thanks, do not ask for anything in it.

    • Be brief.
      • Keep your thank-you letter as brief as possible.
      • Four sentences is an adequate thank you note.
      • Your letter should not be longer than a page.

Organization

    • Make your sentences flow by using transitions.

Connect sentences logically with transition words. Because thank-you letters are so brief, it is important to make sure that sentences flow logically from one idea to the next.

    • If your letter is long enough, break it into paragraphs.
      • Divide your writing into categories based on what each sentence is doing or trying to say.
      • Make separate paragraphs if you have three or more sentences about each point.
      • Combine the points according to topic (thank you, contact info) if you do not.

Language/Style

    • Format your letter professionally.

Follow guidelines for formatting professional letters or e-mails.

    • Use proper grammar and language.
      • Check your grammar, spelling, and language use before sending your thank-you letter.
      • Avoid using informal language, such as slang, emoticons (smileys), or text shorthand.

Your professionalism is reflected in these details.

    • Use the active voice.

The active voice is shorter, clearer, and more direct. Instead of saying, Your purchase is appreciated, say We appreciate your purchase.

    • Be descriptive.
      • Include details about the sale, such as what product was purchased.
      • Use vivid language (within reason) to describe your appreciation, the product, and your hopes for the customer’s positive experience.
        • Instead of saying, I hope you enjoy your new purchase, say I hope that your new game package brings you hours of enjoyment.

The most important part of a thank-you letter is expressing why the recipient is being thanked, honestly and interestingly. The primary message of the thank-you letter fits in a sentence: Thank you for your [insert good deed here]. How you develop this single boring sentence into a compelling thank you is the difference between a memorable letter and an annoying one.

Follow these general guidelines whenever writing thank-you letters:

Be prompt.

    • Send your thank-you letter soon after the occasion for which you are thanking the customer (within one week).
    • Thank-you letters are time-sensitive but are short and relatively quick to write—don’t put them off!

Be proper.

    • Use formal grammar, spelling, and styles.
    • Do not use text shorthand or slang.

Be as specific as possible.

    • Make reference to the particular situation for which you are thanking the customer.
    • Include a few positive details that stick out in your mind, such as the customer’s friendly nature or wide knowledge. Personalizing your thank-you letter shows your concern for the individual and that you are not simply filling out a stock form.

Be brief.

    • Do not write more than a page. A proper thank you note can be as short as four sentences. Most will be no more than four short paragraphs.

Elements of a Thank-you Email

While communications to customers should always follow professional style, their elements are straightforward. Below are the four most important parts of a thank-you communication.

The Four Key Points in Any Thank You

  1. Say thank you, and why or for what you are thanking the customer.
  2. Explain why you think the specific situation warrants thanks. Mention a detail of your interaction that was particularly memorable, or tell how the customer’s suggestions will help you to develop finer service.
  3. Express your continued interest and willingness to be of assistance.
  4. Say thank you again.

See a Model: Thank-you Email

Thank-you Email (Needs Revision)

(Company name)
(Company address)
(Company state and Zip Code)
(Phone number, e-mail address, or website)


April 15, 2007

Melanie Wakefield (Item 1)
789 Elm St.
Philadelphia, PA 19133

Dear Mel: (Item 2)

Thank you! Thank You! Thank you! (Item 3)

Your business came at a great time. We really could use that sale. (Item 4)

In the beginning, I didn’t think you were going to buy anything, but you proved me wrong. (Item 5) Good stuff. (Item 6) When I got that credit card approval code, I knew you were serious! (Item 7)

We have about a hundred other things you’d like. (Item 8) Take a look when you get a minute. I’m here all the time. Call me! (Item 9)

Thanks again. (Item 10) Tell your friends! (Item 11)

Bye, (Item 12)

Joe (Item 13)

 

Notes about Thank-you Email (Needs Revision)

Item 1. Don’t forget the customer’s title, such as Ms., Mrs., or Mr., in the inside address. If the customer is a woman and she has not indicated in her original correspondence that she prefers Mrs., then use Ms.

Item 2. Address the customer formally, using their title and last name, unless you are personally close enough to them to use first names.

Item 3. Too much too soon. While enthusiasm is good, this appears unprofessional.

Item 4. This letter is about thanking the customer for having faith in and being loyal to the company and products. It should not disclose sensitive information for any reason.

Item 5. This statement is not relevant to the thank you. Do not include such speculation.

Item 6. This statement is way too informal for a professional letter to a customer.

Item 7. Inappropriate and almost questioning their intent and credibility. Simply thank the customer—don’t question their character and actions!

Item 8. Never attempt a direct sale in a customer appreciation letter.

Item 9. This statement is too informal and pushy. Tell the customer sincerely that you would like to help in the future and provide your contact information.

Item 10. Use Thank you in a formal letter.

Item 11. You do not—and should not—have to mention or recommend this. If you’ve done your job properly, they will!

Item 12. Too informal for a professional letter. Use Sincerely or another appropriate closing.

Item 13. Provide your full name, title, and contact information or extension, if applicable.

Thank-you Email (After Revision)

(Company name)
(Company address)
(Company state and Zip Code)
(Phone number, e-mail address, or website)

April 15, 2007 (Item 1)

Ms. Melanie Wakefield
789 Elm St.
Philadelphia, PA 19133

Dear Ms. Wakefield: (Item 2)

Please accept our sincere thank you for your recent purchase from our company. (Item 3) We hope you are pleased with the software and that it meets with your satisfaction.

As our customer, you are very important to us. (Item 4) We realize there are countless software options out there, and we assure you that we will continue to work hard to provide the best product and support to you. (Item 5) If there is anything that I can do for you, should you have questions or issues with your purchase, I will be pleased to help. (Item 6)

Thank you again for shopping with us, and if I can be of further service, please feel free to contact me at my extension or through e-mail. (Item 7)

Sincerely, (Item 8)

Joe Richie
Customer Service Representative
Software Technologies
ext 1212 (Item 9)

 

Notes about Thank-you Email (After Revision)

Item 1. Include the date of your correspondence in a commonly accepted format. You do not need to note the day of the week.

Item 2. The greeting is formal and polite. Because this (female) customer’s preference for address is unknown, the neutral Ms. is used.

Item 3. This statement is polite and earnest. It focuses on the customer and specifies for what she is being thanked.

Item 4. The letter is divided into paragraphs to emphasize this second bit of information, which could get lost in the middle of one long paragraph.

Item 5. Written in the active voice, this sentence is clear and direct. Use active subjects and strong verbs to be more concise and effective.

Item 6. The offer to help in the future is sincere. It does not put any pressure on the customer to do or purchase anything else.

Item 7. The customer is thanked again. Preferred method of contact is explicitly stated, so the customer will not feel unsure or uncomfortable contacting the service rep if she needs help.

Item 8. Sincerely is used to close the letter, wrapping it up formally and politely.

Item 9. Position and contact information are provided so the customer knows exactly who is contacting her and how to reach him in the future.

 

Revision Checklist: Thank-you Email

Focus/Purpose

Is it clear from the beginning of your e-mail why, or for what, you are thanking the customer?

    • Be specific when you state your thank you.
    • Tell the customer exactly why and for what you are thanking them.
    • Include details such as names and timeframes.

Have you avoided unrelated information and statements that could be read as though you are asking for something from the customer?

    • Stay on-topic. Thank-you letters are meant to be brief.
    • Take out additional information that is unnecessary and could sound like you are pitching a sale or asking the customer to do something for you.
    • Do not ask for anything from the customer in your thank-you letter.

Have you presented necessary information clearly and directly?

    • Be clear when telling the customer about a reciprocating promotion, offer, or gift, if you are offering one.
    • Make sure that a reader can understand that this offer is not asking for anything in return.
    • State instructions for taking advantage of an offer, or following up with your company, directly.
    • Provide contact information within the body of the letter for clarity.

Development/Elaboration

Do you express the reason for your appreciation and current contact (if not related to a specific recent event)?

    • Give the reason for writing your letter, such as an exceptionally pleasant experience or recent happening that inspired you to say thank you.
    • State a memorable aspect of your interactions or the occasion that warrants this thank-you letter.

Have you expressed your enthusiasm for furthering your relationship and willingness to be of assistance in the future?

    • Express your hope for a continued relationship sincerely.
    • Tell the customer that you are available and happy to help them with future inquiries.

Organization

Do you need to break up your letter into paragraphs?

    • If your letter is long enough, or there is important information that should be organized, divide the body of your letter into paragraphs by topic.
    • Put the most important information at the beginning of paragraphs.
    • Group related information into each paragraph. A thank-you letter does not need to be more than four paragraphs.
      • Start with your thank you and reasons for it.
      • State more information regarding this thank-you letter or offer your promotion.
      • Provide contact information in a third paragraph.
      • Thank the customer again in a short paragraph before closing.

Are ideas arranged logically? Do your sentences flow?

    • Organize ideas so that they follow each other logically.
    • Use transition words to make connections between ideas and sentences clear.

Language/Style

Have you followed the format of a professional business letter?

    • Write the date at the top of your letter on the left-margin.
    • If you are going to mail this letter, include the inside address two lines below the date.

Use this format for the inside address:

Recipient’s Title and Full Name
Street Address (Apt #, if applicable)
City, ST Zip code
Country (if applicable)

    • If you are e-mailing this letter, make sure you have a clear, specific subject line that tells the recipient what this e-mail is about.
    • Two lines below the inside address (or the date), use an appropriate greeting to start your letter.
    • At the end of your letter, use an appropriate complimentary close that fits the tone of your letter. Sincerely is usually fine in formal thank-you letters.

Do you maintain an appropriately formal tone and use proper language?

    • Opt for a more formal tone for your thank-you letter, unless you know the customer personally and very well.
    • Write out words using the proper spelling.
    • Do not use emoticons (smiley faces) or slang.
    • Avoid overusing cliched words to add emphasis like truly, really, and great. Use more interesting and descriptive words in their place or skip them.

Do you write in the active voice?

    • Use the active voice to be more direct.
    • State active subjects—such as I or we—in the beginning of sentences. Do not put inactive subjects—your purchase or your help—at the beginning of sentences.
    • Avoid constructions like is appreciated or is welcomed. Why not just say who appreciates or welcomes it?
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