A complimentary letter is called a "buttercup" because it butters
up the recipient. Buttercups are nice. Even nicer are buttercups
about someone to their boss.
I once needed a massive photocopying job. It was so immense
that the assistant manager of Staples office-supply store didn't
think it could be finished by the end of the week. Nevertheless,
grudgingly, he grumbled, "I'll try." In my enthusiasm and hope he
could, I gushed, "Wow, you're great! What's your boss's name?
Your supervisor should get a letter of congratulations on hiring
you. You really try harder for your customers." To my astonishment, not only was my printing job done two days early, but every
time I walk into Staples, the assistant manager rolls out the red
carpet.
"Hmm," I began to think. "I may be on to something." A premature letter of commendation for favors not yet received could
be a clever tactic. I decided to check it out with a few heavy hitters on my consultation list.
One fellow I know, Tim, a top travel agent, is a real can-do
guy. He gets anything his friends ask for in a finger snap. He's the
fellow to call when you want hard-to-get theater tickets. He's the
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guy you call when your airline says the hotel is booked or the flight
is oversold.
When I told him of my buttercup experience, Tim laughed
and said, "Leil, of course. This is news to you? A complimentary
letter to someone's boss—or the promise of one—is a great insurance policy. It's as good as a written rider that you will be well
taken care of in the future."
Now I have a standard one in my computer. The buttercup
reads as follows:
Dear [name of supervisor],
I know how important customer service is to an
organization such as yours. This letter is to commend [name of employee]. He/She is an example of
an [employee title] who gives exceptional customer
service. [Name of store or business] continues to
have my business thanks in great part to the service
given by [name of employee].
Gratefully, [signature]
I've sent this letter to supervisors of parking lots, owners of
insurance companies, and to managers of dozens of stores where
I shop regularly. I'm sure that's why I never need to worry about
getting a parking place when the lot is full, an immediate callback
from my insurance agent, and attentive service at my regular shopping haunts.
But be careful! Don't just ask, "What's the name of your
supervisor?" Hearing those words can make an employee as nervous as a turkey in November. Be sure to couch it in a compliment.
Say something like, "Wow, you are terrific. What's your supervisor's name? I'd like to write him or her a letter." Then write it!
You'll forever be a VIP in his or her book.
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The next technique tells you how to stand out as a VIP when
you're in a group