3 Big Blunder
Being Sloppy With Written and Verbal Correspondence
Simple speech is the best and truest eloquence.
—Ralph Waldo Emerson
Positive personal interactions allow you to build a rapport with others that will guarantee your success. Knowing when to write a note or make a phone call is priceless. Time is limited, but if you don’t take the time when the time is right, you will waste more of it later. Success in building relationships is in the details.
Ask Yourself These Crucial Questions
When was the last time a vendor or salesperson wrote me a note to say thank you?
Did it make an impression on me?
If I could get my desired result by taking five minutes to do something, would I?
Written Correspondence
It is acceptable to put a business card in a handwritten note only when the recipient has asked for a card and is expecting one. When you include a business card that has not been asked for, you make a very personal touch impersonal. This can damage the rapport you are trying to build.
When writing a handwritten note, use folding notepaper or note cards that measure at least 3 1/2 by 5 inches. These are known as informal notes. Plain white or cream-colored informal notes are available at all stationery stores. Stationery that is engraved, thermographed, embossed, or printed adds a personal touch.
Types of written correspondence include personal letters, condolence letters, letters of congratulations, thank-you notes, reference letters, letters of introduction, and letters of greeting.
Handwritten notes should be written:
when someone takes the time to meet with you;
following any type of interview—internal or external;
when you have been a guest at a cocktail or dinner party;
when you have been invited to someone’s home;
when you receive a gift;
when customers or associates have been promoted;
when customers or associates have had a death in their family; and
when customers or associates celebrate a marriage, the birth or adoption of a child, or receive some special recognition.
Remember, to be an effective writer you should:
have a strong sense of purpose about a letter before writing it;
limit your letter to one page;
get to the point early (within the first two sentences);
emphasize the reader’s perspective (ask yourself how your message will benefit him or her);
never write in anger;
be personable and not use a form letter, as it may not fully apply; and
end with an action item that suggests the next step.
Note Writing Do’s and Don’ts
Do send a note in the mail.
Do not email a thank-you note. If time is of the essence, you can send an email immediately, but always follow-up with a handwritten note.
Do write a note within three days of meeting, preferably. If you forget, write it as soon as you remember; it will always make a positive impression.
Never send a letter with any visible deletions or corrections.
Do handwrite the envelope of a handwritten note.
Examples of Written Correspondence
A “Nice to Meet You” Note
Dear John,
It was so nice meeting you yesterday. I appreciate you taking the time; I know you are extremely busy. Your work sounds so interesting. I would love to hear more about it. I look forward to seeing you at the next Association meeting.
Sincerely yours, Kim Zoller
A Thank-You Note
Dear Matt,
Thank you for giving me the opportunity to work with you. I know you have a choice of where you purchase your printing and I appreciate you choosing us. Please do not hesitate to call if you need anything or have any questions. I will follow up with you in a couple of weeks.
All the best,
Kerry Preston
An Internal Interview Note
Dear Mike,
As you know, I really enjoy working here and I appreciate you considering me for the opening in your department. Every new challenge is exciting, and I am looking forward to the opportunity.
I will follow up with you next week as you suggested. Thank you again for considering me.
Sincerely,
John Smith
Dear Mike,
It was a pleasure meeting you to discuss the sales position. I have such a high regard for [name of company] and I look forward to the opportunity to work with you and your team. Thank you for considering me.
I will follow up with you next week as you suggested.
Sincerely yours,
Mary Smith
A “Thanks for Having Me Over” Note
Dear Jane,
What a wonderful evening! Thank you for inviting me to your holiday party. I enjoyed meeting everyone and spending some time with you. I look forward to seeing you soon.
Warmest regards,
Kerry Preston
A Condolences Note
Dear Susan,
I was so sorry to hear about your mother. This must be a difficult time for you. I want you to know that you and your family are in my thoughts.
With deepest sympathy,
Kim Zoller
Verbal Correspondence
It’s not only what you say, but how you say it. Technology will never take the place of a live voice. Make the most of every opportunity you have to connect with people. These connections help you build your professional reputation.
Verbal Correspondence Do’s and Don’ts
Put a smile in your voice and on your face when appropriate.
Block out all background noise, such as music, pets, eating, and so on.
Make a call only when you have the time.
Do not put the other person on hold.
Stay focused and engaged. People can tell when you are doing something else, like typing an email, while talking to them.
Examples of Verbal Correspondence
An Introductory Phone Call
Introductory telephone calls should always start with: “Susan, this is [your name] with [company name]. Do you have a moment?” Or, “Susan, this is [your name] with [company name]. [Referral source] suggested that I give you a call. Do you have a moment?”
If someone you call says he or she is busy and will return your call later, respond by saying,
“If I don’t hear from you by Wednesday, may I call you back? Thank you.” Suggest a time within the next couple of days. People get busy, so put yourself in charge of the situation.
A Verbal Condolence
“Susan, hello, it’s John Smith. I don’t want to take too much of your time; I just want you to know how sorry I am to hear about your mother. Please call me if you need anything.”
A Verbal Thank-You
“Susan, hi, it’s Kim Zoller. Thank you so much for your help on the project. I appreciate your time and help. Please let me know when I can return the favor.”
“Susan, hi, it’s Kerry Preston. I was thinking about you today and wanted to wish you a happy birthday. Have a wonderful day.”
Responding to an Invitation Marked RSVP
The rules for RSVPs pertain to both business and social functions (that is, meetings, seminars, after-hour parties, etc.). When an invitation asks for an RSVP, you must send a reply either in writing or verbally. It doesn’t matter whether you are accepting or declining the invitation. Some invitations may state something to the effect of “RSVP only if declining.” In these cases, you should respond only if you cannot attend.
RSVP Do’s and Don’ts
A verbal or written response should be made within one week if an RSVP is requested.
The RSVP should be made by phone if a telephone number is included with the invitation.
Once you have made your RSVP, the host must be made aware of any changes as soon as possible.
Do not send someone in your place if you are unable to attend.
Do not bring a guest unless the invitation is addressed specifically to you and a guest. If you fail to RSVP or you respond yes and do not attend, you can be sure that your host will remember! Negative impressions are difficult to overcome and can be extremely costly in the long run.
Both written and verbal correspondences are crucial in cultivating relationships and gaining a competitive advantage. They should be looked at as opportunities for you to make favorable impressions and to help you stay one step ahead of the competition.