I made some smart investments in the last few weeks and I must say they’ve really paid off.
This had nothing to do with the stock market. I was working in the area of human capital and all I did was send a simple message: Thank you.
That’s it. I just expressed gratitude to people who had helped me out and in return I was rewarded with a chronic attack of the warm and fuzzies.
My first acknowledgement went to Ronit Keith, general manager of the Courtyard Marriott in downtown Toronto where I stayed earlier this month.
I simply told her the truth, which was that I was impressed by the courtesy and professionalism of her staff.
I know that’s their job—it is the hospitality industry, after all—but I felt that these people were particularly hospitable.
I’ve been in too many situations where the “help” is anything but helpful. And I find I’m quick to complain but not nearly as fast to compliment.
I wanted to change that, so I took five minutes to shoot Ms. Keith an email and got a response the next morning.
“I am thrilled to get your note and thank you for taking the time to let me know,” she wrote. “I have already shared it with my team! You’ve made our day!”
And her email, in turn, made my day.
Next up was Rev. Will Ingram at St. Andrew’s Church in Toronto. As I mentioned in an earlier post, I was riding by the church on the way to Niagara Falls when I noticed the sign outside the church saying “Remember this day that you are loved.”
Safe and Sound
Those were just the right words at just the right moment. I wrote Rev. Ingram an email to say how the message had comforted me and to share my 9/11 post. I received a very nice response and made a Facebook buddy to boot.
I was in such a good mood that I even wrote a nice email to my bank.
I had a received a call from Kevin Reynolds, an executive at the JPMorgan Chase’s Water Street branch, who told me that a customer had found my debit card on the floor of the bank and turned it over to his staff.
I nearly keeled over. I never lose my debit card. I always put it back in my wallet after I use it. How could this have happened?
Well, it happened pretty easily. I had been in that branch earlier in the day after stopping by a nearby Verizon store to pick up my iPhone 4.
I was talking on the phone when I walked into the bank and I started experiencing some pretty serious buyer's remorse.
This thing is too expensive, I’ll never use most of the apps, and what the hell am I doing with a smart phone when I can barely work the DVR?
I was so thoroughly distracted that I managed to drop my debit card and not even notice.
After meeting and thanking Mr. Reynolds, I thought about writing a note to the branch manager, but then I decided to go right to the to the top and tapped out a note to Jamie Dimon, Chase’s chairman, president and CEO.
Again, I just told the truth and I got a nice note from a woman on Mr. Dimon’s staff.
“We received your note and appreciate that you took the time to recognize Kevin Reynolds,” she wrote. “We are pleased that Kevin helped you with the responsive and efficient customer serve that you deserve. We will thank Kevin for his efforts.”
So there you have it. Three brief emails yielded enormous returns in good will.
I may not know much about bulls and bears, but I think I can teach Wall Street a thing or two about striking it rich.