THOUGHTS

A Customer Wrote Me a Handwritten Letter

It’s one of the highlights of my career.

I used to work in retail. To be precise, I managed a beauty counter. There was just me working on that counter, so I met all kinds of different customers every day.

Like any retail worker, I had my fair share of good and bad days. But one day, in particular, stands out to me. It was February 8th 2020 (as told by my camera roll). One of the few days before the whole world went into lockdown.

My line manager approached me with an A4 piece of paper in her hand. She told me it was a letter addressed to the store manager, and it was about me. It was from a customer. Let’s call her Emma.

In the letter, Emma shared her experience of visiting my counter and how happy she was with the service provided.

To give some context, Emma had visited the counter a few weeks earlier, in search of a particular product. Unfortunately, the product was out of stock. I took Emma’s details and told her I would let her know when it was back in stock, as per brand policy. I also chatted with her and gave her some samples to tide her over until she could get her hands on the full-sized product. As promised, once it had arrived, I let her know.

Emma was really touched by this and by the whole experience. So much so, that she wrote a handwritten letter to the store manager about it.

To quote the letter, Emma mentioned that she usually shopped at another branch, however, she would now be coming to our branch instead.

“Because of Humaira.”

That’s me!

I was so touched by the letter. Emma had already told me in person how pleased she was with my service, which was so kind in itself. I was happy with that. However, her going one step further and writing the store manager a letter to also let her know — that right there gives me a feeling that’s indescribable.

Emma, and customers like her, are what made my job enjoyable. I loved my (nice) customers. Some visited the counter regularly, so I managed to build real relationships with them. To an extent, we became friends.

A kind customer genuinely has the ability to make a staff member’s day. You know how, sometimes, receiving great customer service leaves you feeling all happy inside? It really does work both ways.

With that being said, Emma made my day.

The letter she wrote was genuinely one of the sweetest things ever. The contents, of course, were special to me. And the fact that she handwrote the letter warms my heart. She didn’t type it; she wrote it by hand.

By hand!! How rare is that in today’s society?

I’m so grateful to have met Emma and my other amazing customers. The job wouldn’t have been the same without them.

I no longer work in that role, however, that letter will always have a special place in my heart. It really is one of the highlights of my career to date.

I’m donating my Medium earnings to charity this Ramadan. Why not come over and support? It’s all for a good cause!