07 November 2010
A few weeks ago, a long back-and-forth negotiation process with a potential client ended in rejection for my team at KAYWEB. We were emailed and told that we had just been edged by a competitor.
It is internal policy at KAYWEB that rejection is handled the same way as victory; with a gracious thank you email, along the lines of:
Dear Xxxxx,
Thank you for your email and thank you for considering us at KAYWEB for this project.
We wish you luck in your future endeavours, and are available should your needs ever desire.
Kind regards,
Xxxxxx
This email takes less than 2 minutes to author, but could mean the difference between $0 and thousands of dollars.
On this occasion, as has happened on a number of occasions in the past, the potential client came back after a "change of mind".
Their representative said we were the "humans" she wanted to work with. I believe the "thank you despite knock-back' email is one of the reasons we were considered more human than our competitors.