Handwritten Notes: A Billion-Dollar CEO's Secret to Employee Loyalty
In an era dominated by digital communication, some CEOs like Chris Tomasso find value in handwritten notes. Could this old-school tactic strengthen employee loyalty?
In a world where digital communication reigns supreme, a handwritten note feels like a relic from another era. Yet, Chris Tomasso, CEO of First Watch, a breakfast and lunch chain generating over $1 billion in revenue annually, believes this simple gesture holds unparalleled value. Each month, Tomasso personally pens notes of appreciation to employees celebrating significant milestones. In a company of over 15,000, he's written more than 500 notes, showing how small acts can foster enormous loyalty.
The Old-School Approach
Tomasso's tradition of handwritten notes traces back to an impactful moment early in his career. At 26, he received a thank-you note from his CEO at Hard Rock Café, a gesture that left a lasting impression. This personal touch became a cornerstone of his leadership style when he stepped into the CEO role at First Watch in 2018. "I just love people that pick their lane, they love it, and they don't want to do anything else," Tomasso shares, underscoring his appreciation for dedication and longevity.
His method reflects a broader lesson: connection matters. By minimizing the CEO title and mingling with employees over lunch, Tomasso reinforces a culture where everyone feels valued. It's these connections that he believes are important for a thriving workplace.
The Ripple Effect
The impact of such handwritten notes isn't limited to Tomasso's company. Leaders like Geoffroy van Raemdonck of Neiman Marcus and Mike Wirth of Chevron have also embraced this practice. Van Raemdonck, prior to the pandemic, sent three to five handwritten thank-you notes daily. Though now supplemented with digital communication, the core sentiment remains unchanged. Similarly, Wirth continues to send "old-school" paper notes, acknowledging the significant role such gestures played in his early career days.
So who benefits from these handwritten gestures? The employees, for one, who feel acknowledged and valued. But there's more. In an age where AI and digital cues dominate, the rarity of a personal touch stands out, creating a lasting impression. Frankly, this could be the secret sauce for companies aiming to boost retention and morale.
Future Implications
As AI reshapes communication, the irony is clear: old-school tactics like handwritten notes might offer what digital can't, true connection. These notes remind us of the importance of personal touches in an increasingly automated world. For businesses, especially in crypto and tech, this could be a lesson in balancing innovation with humanity. Who'd have thought a simple thank-you note could lead the charge?
Looking at the future, will more companies adopt this approach? The reality is, while technology races ahead, the basics of human connection remain unchanged. Handwritten notes could become a strategic tool for leaders wanting to cut through digital noise. It's a timely reminder that sometimes, the old ways have a place in today's fast-paced environment.