Cade Pope, a 12-year old NFL fan, sent a letter to the owner of each of the NFL’s 32 teams about two weeks ago, asking for help deciding which team he should become a fan of. He has received only one response to date.
Panthers owner Jerry Richardson sent Cade a handwritten letter in response, according to KSLA12 in Oklahoma City. “Cade, we would be honored if our Carolina Panthers became your team,” the letter stated. “We would make you proud by the classy way we represent you.”
The team also sent Cade an autographed Panthers helmet singed by All-Pro star linebacker Luke Kuechly.
This is a great example of a lost art: responding to a customer when they reach out. Perhaps in our social media saturated word, it was too much work for the other 31 teams to respond to snail mail. The lesson here is that gaining loyal customers is day-to-day, nuts-and-berries-gathering type of work. We often get caught up in chasing down new customers when they could already be reaching out to us.
Side note: surprised that my Pittsburgh Steelers dropped the ball here. They are usually good at these types of things.