You've completed a successful consulting engagement. A customer service survey is a chance to extend your relationship, create goodwill, and receive testimonials to use in future sales and marketing efforts. I once bought a used BMW and was surprised to receive phones calls after each oil change to determine my satisfaction with their service. The service was priced at 200% of Grease Monkey fees, but I continued to use the dealership because of their superb customer service.
In this case, my consulting produced a job offer for this KPMG alumnus.
July 14, 20-
Susanne Baker
6082 So. Glendale Court
Littleton, CO 80121
Dear Su,
I'm so pleased to hear about your new career. It's so very exciting to find you in a field with so much growth potential. And I know your skills will work beautifully to bring you success. I think you can be an inspiration for some of the other KPMG people, some of whom aren't quite as fortunate.
I'm sending along a client profile form. It would help me if you would fill it out. It gives me feedback about myself and also is a useful marketing tool to promote my business. If this format isn't personal enough, you could simply write me a letter expressing your feelings. Perhaps you could put it on your new letterhead.
I expect us to remain good friends. Simply because you have finished the program, I don't consider our relationship over. I expect to take a continuing interest in you, in your family, and in your career. And I expect for us to stay in touch.
Normally I send a plant to KPMG "graduates," but I'm going to wait until you're resettled in Houston (so you don't have to move it).
Call me when you're back in town.
Sincerely yours,
William S. Frank
WSF:kam
Enclosure