The Saddleback Leather Company is the real deal. It has something the rest of the world is now trying to recreate after a century of washing it away with bureaucratic, six sigma, dehumanization – authenticity.  The problem most large organizations will have with being authentic this is identifying exactly WHO is thankful. Think about it – the first line of customer interaction at your company is probably more authentically happy when the phone STOPS ringing and they can take a break. This means of coarse that you are going to have to hire someone (ahemmm) to help you find your voice.
Study this email. I don’t recommend you copy his style (which is reminiscent of overindulgent catalog king J. Peterman on “Seinfeld”) but rather think about how honest-to-goodness thankfulness, and transparency can be incorporated into your business, regardless of its size.
Hello there Ben Shoemate
Just wanted to let you know that I sent your bag out just a little bit ago. Your tracking number is listed below along with a link to the shipping company so you can track your leather piece every couple of hours. To care for your leather piece and read about the photo contest please see the Questions page on the website. I have all sorts of tips to keep your leather in top shape.
Oh, and by the way, I didn’t want to tell you this before you joined, but 10% of the gross amount that you gave to Saddleback went directly to one of those aid organizations on the Dave’s Links page. If you spent $500 + $20 for shipping then $52 went out to love people. Basically, you just contributed to drilling a well for an entire village or partially sponsored a 5 year old street kid in Rwanda to get into a loving orphanage and go to one of the best schools in the country. This is the main reason Saddleback Leather exists. Just wanted to let you know… between friends. Thanks for helping.
The way I see it, out of the thousands and thousands of companies in the world, on the Internet or down on the corner selling leather goods, you chose mine and I really do feel honored. You are very much appreciated.. Welcome to the family.
Thank you and have a great week.
Warm regards,
Dave Munson
Presidente
Saddleback Leather CoYour order number is SBL-*********.
The tracking numbers are:
******************************
You can track your package by visiting the links below:
http://wwwapps.ups.com/WebTracking/processInputRequest?TypeOfInquiryNumber=T&InquiryNumber1=xxxxxxxxxxxxxxxxThe following items have been shipped to you:
line items
———————————————————————–
Small Wallet Light Tobacco Brown (WA-SM-LTB)
quantity: 1
total price: $28.00
———————————————————————–
subtotal:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â $28.00
sales tax:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â $2.28
standard shipping: *Â Â Â Â Â Â Â Â Â Â Â Â $12.98
*shipping total includes handling and insurance fees
=======================================================================
grand total:Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â Â $43.26
———————————————————————–This order will be billed to:
Ben Shoemate
************
———————————————————————–Orders for merchandise ship UPS and will receive a confirmation email and tracking number when your UPS order has shipped.
Orders for gift cards only ship via USPS mail with Delivery Confirmation and usually arrive in 3 to 5 business days.
—This is an automatically generated email
Even down to letting you know this email was generated automatically – the message is honest and personal. Well done Dave.
Small Wallet Light Tobacco Brown is having too much of shipping cost. I don't think people are going to buy it.
This is worthy to be emulated. Its just like fulfilling your next-day delivery promised and be at its finest anytime – all the time. Bradfordsbakers is good at this scheme of next-day delivery with its toxic-free fabulous food hampers – its like saying the same thing as your post “thank you for your order” sample letter. Any more of this good news is a welcome to read – we have enough of bad news that this kind of thoughtfulness is what we need.
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Sounds like this email was written for that person in particular. I’m sure it wasn’t but instead of just selecting a group of people and hit send, they probably took each mail, modified it and then sent it.
Trianz
better way’s to write the email in the blog given.There are better option available in the kind of variety of purchasing the wallet.
You marked out your address the first time, but forgot the second time. 🙂
they usually got this written beforehand and send it to any buying customer. 😀
Wow that is impressive. You never see those sort of personal customer service touches anymore. Something I will try to emulate in some way.
Wow that is impressive. You never see those sort of personal customer service touches anymore. Something I will try to emulate in some way.