A Special Gift

I received a letter from Heather Reisman yesterday which read, in part:

Dear Richard,

Each year I look forward to the holiday season and to the opportunity to say a special and personal thank you for your on-going patronage.

All of us at Indigo sincerely value your business. As a small token of our appreciation, it is my pleasure to provide you with a special gift.

A very nice gesture which even went so far as to identify, correctly, my favorite bookstore location. I have always loved reading books and I have always enjoyed being around books. I went out last night to collect my special gift and, yes, I picked up another book. It was a nice experience to receive a gift at the store. The store manager even packed it in a nice Christmas bag.

Thanks Heather. Great example of a customer-focused leadership team.