The importance of taking the trouble to say ‘thank you’

Card with two words "thank you&quot

This afternoon I received a letter! Yes a letter… okay it arrived as an email attachment but it was in the form of a letter – formally laid out, logo, senders address and so on and with a real signature. And no it wasn’t demanding money or telling me that something was going to be more expensive in the future. It was out and out good news; a genuine and heartfelt thank you from a client but in good old fashioned letter-stylie.

Now at BeThere Global we like to think we will always ‘go the extra mile’, delight our clients and do all those other good things any company worth its salt is meant to do. But receiving a missive like this will certainly help make sure we carry on doing that good stuff with increased enthusiasm for this client in particular . So, for our client, it should easily be worth the investment in time it took to write. But it’s also given me a lift at the start of the working week and will certainly be something the Technician who operated on the project (and to whom most of the positivity was directed) will be delighted to receive and keep as an endorsement of his skills and affable nature.

The only slight downside for us commercially is this particular client is Executive Director of a charity and doesn’t want comments attributed to them as they have issues, as a charity, with any kind of perceived commercial affiliations.

So let me shamelessly include a few unattributed excerpts from the letter…

We really appreciate your ongoing work to provide high-quality recordings of our events, as these are proving to be an increasingly popular and utilised resource on our website. Your dedication, flexibility and efficiency have really helped in being able to bring these recordings to our members and post-event delegates at such meetings.

And…

Having 60 sessions recorded from the meeting is a fantastic achievement, and we hope to have them up online fully this week, which is also a good turn-around from our perspective.

And…

We really appreciate all your help with getting things ready for the event, and for all your assistance, recommendations, excellent service and professionalism.

I  have now set myself the target to try and remember to take trouble to say thank you properly in the future; this has been a much needed reminder of how effective it can be!

The people did not believe it was live

The question of whether an event should be webcast live or on-demand is often raised. In many cases the merits of ‘live’ are outweighed by the comfort of being sure all is as everyone concerned would like it to be before uploading.

This month we delivered a live webcast for Stryker, a global leader in medical technology, through our friends Jigzaw Live Event Solutions, where the client was adamant it had to be live. So live it was!

Steve MacMillan, the CEO and President of the Company, was touring Stryker offices around the globe, but physically couldn’t get everywhere. It was decided therefore that some of the European offices would log into a live web cast of his presentation at the UK headquarters in Newbury, England.

All went well and we were delighted to receive an email from a Senior Manager in the Stryker European IT function based at one of the receiving countries stating;

“The people did not believe it was live. There was no delay and it was well synched with motion and sound. There was even no fading with rapid hand movements. All together, it was a big success. Also the bandwidth graphs looked well.”

The fact is, when it really does have to be live, it is great to be operating a system that can deliver the goods at bandwidths that won’t negatively affect the client’s network. The whole purpose of BeThere is to make web casting easy and accessible; be it live or otherwise. For Stryker that is exactly what we did.