A direct mail piece using a friendly, conversational tone to request feedback from recent customers.
Industry: B2C Automotive

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Thank you.

On behalf of Lexus of Santa Monica I’d like to personally thank you for letting us become a part of your family.

And as in any family, we’re happy when our members are happy. And if they aren’t, we want to know what we can do to help make life just that much more enjoyable.

That’s what this letter is all about. We believe you chose a Lexus because you value comfort, style and a truly outstanding product. You deserve to have all your experiences with Lexus of Santa Monica run as smoothly as your new fine luxury car.

Our goal is to “make the most of every moment”. What does that mean? That means that every interaction you have with a Lexus staff member should be quick and easy with results that benefit you in the best possible way. It’s that simple.

Are we achieving that goal? You tell us.

If our performance makes you want to tell your friends and family, we want to know about it.

If you would purchase from us again, we want to know about it.

And conversely, if you have ideas about how to make your experience with us even better, we want to hear those too.

As our customer, you have a voice. And Lexus of Santa Monica will listen because you deserve the best service we can provide. In the end, all we really want is one big happy family.

Please take a moment to answer the three simple questions on the enclosed response card. I read each and every response personally and look forward to serving you in the future.

As always, if you have any questions or concerns, please feel free to contact me directly at XXX-XXX-XXXX.

Yours truly,
Michelle Yamasaki
Customer Satisfaction Manager