The next meeting with your team starts out with you saying, “Let me share with you a letter I wrote to one of our vendors…”


Companies love it when they receive appreciation letters about their employees, their products and the customer service they deliver.  If you love what a company or individual has done, write the CEO or president a letter.  Then, share that letter with your own employees.  What can be learned from your positive experience?  Can you do something similar in your business?  Your letter becomes a learning opportunity, supported by an example that you and your employees will be able to relate to.


Now, take it a step further.  Give your team an assignment.  Give them two weeks to write an appreciation letter to a business that is outside of your own circle of vendors.  This could be a restaurant, airline, cleaners, hair salon, etc.  Then have a meeting where everyone shares their great letters.  Facilitate discussion around what they really liked about their experience.  What created the great experience?  Was it a person?  Was it the process?  Was it ambiance?  What made the experience great?  Is there a way to bring that experience back to your company?


This is a great exercise that makes employees really think about the service experience.

Shep Hyken, CSP, CPAE is the Chief Amazement Officer of Shepard Presentations.  As a professional speaker and author, Shep helps companies develop loyal relationships with their customers and employees.  For more information on Shep’s speaking programs and books, please contact (314) 692-2200. Email:  Web: For information on customer service training, go to


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