Smith-Felver & Prime, Ltd.

Encouraging the Spirit of Business Through Positive Reinforcement.

Several years ago I got notice that a back-ordered item had been shipped. That kind of thing is a common occurrence with most well-run organizations. What was different was the way the message was written. As I thought about the company, it dawned upon me how happy I had been with their products and service, yet I never thought to let them know. Then I thought about the times that I, or one of my clients, had received a note from a consumer expressing a positive reaction to a campaign. I remembered how good it made me feel to know that I had touched someone.

Whether a baby or a business, we all know a pat on the back is greatly appreciated.

We often write or call a company when they are doing things wrong, but how often do we tell them when they are doing things right? It’s a known fact that positive reinforcement is an effective way to expand good behavior in our children. So why should it be any different with a business relationship? Who knows what happens behind the scene when we send a positive message? Perhaps the person who put that procedure in place has been fighting to keep it in play. If so, an email might just be the tipping point needed to keep such “good behavior” in the budget.

That day I sat down and wrote an email and sent it off to that company’s shipping department and CC’d their Director of Marketing. They both responded, thanking me for taking the time to write. Ever since, I have made a conscientious effort to send messages to those companies who are working hard to “do it right.” And you know what? It makes me feel good to encourage the spirit of business. Even better, I know it makes others feel good, too.