Today, I want to share a contributed letter from the CEO of a company in what appears to be an authentic and earnest attempt of putting a face and form on value.
"As we begin 2010, I want to take this opportunity to personally thank each and every one of our customers—on behalf of all our employees—for your continued support and loyalty during the past year. We know that you have a choice of brands and I feel honored that you have chosen us. I can assure you that we do not take your business for granted and we will continue to work hard each and every day to earn your trust.
2009 was a challenging year with bad economic news appearing almost daily on television, in newspapers and on the Internet. Despite these tumultuous times, I am proud to report that we have continued to invest in our brands during the past year. We are holding firm to the belief that outstanding quality and superior service are the keys to our long-term growth and success. In this regard, we sincerely appreciate the trust you continue to show in us.
During 2009, I had the opportunity to communicate with many of our customers through the "Ask the President" button on our website’s home page. Your emails come directly to me, and yes, I still read each and every one—no middle man, no form letters, no kidding! I sincerely appreciate the feedback that I have received—both good and, yes, sometimes bad—as this type of input from our customers is critical to our efforts to improve. Please keep the feedback coming in 2010!" Here’s my question to you. Why doesn’t every business do this simple, straightforward communication? It’s not too late to emulate and execute.
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