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Fri, Sep 18, 2020
I owe you, IRS.
Not just some money, but also for the customer-centric nature of your letter.
I’ve attached a copy of a recent letter that I got from the IRS, and here are 5 things that I was impressed by:
- A letter number is mentioned on the top right corner of the page, which can easily pull up my data in all future correspondences to avoid asking for my name, phone, address, etc.
- Important numeric data – such as TIN, time period, and form number – is center-aligned and mentioned before the first paragraph begins.
- I’m given multiple options to respond via phone or mail along with the contact information for each option.
- I’m also asked for my contact number and reachable hours so that the IRS doesn’t end up calling me when I’m busy.
- They’ve even apologized for any inconvenience caused and expressed their thankfulness in advance for my cooperation.
Every contact we have with a customer influences whether or not they’ll come back.
- How thoughtful are you when you contact your customers?
- How precious is each touchpoint with them?
Share some of the best letters that you’ve sent or received.