http://asklistenretain.com A best practice is then to give advance notification to your customers is the best way to persuade them to take part. Giving them a heads up allows them an opportunity to agree to participate. The wording of the introduction letter or phone call from a branch manager is key. We will provide examples of the wording for your convenience. The basis of the letter is to state, “We need to hear from you, get your feedback, so we can serve your needs better”, “We have a problem, and need your help to fix it”. Wording such as this puts the customer on your side and in a position to give their honest advice.