"I get letters from consumers who are unhappy about something...I get from customers sending me when their odometer turns over to 200, 300, 400..."
"I also get letters from consumers who are unhappy about something, and I respond to every single letter I receive. To me, this is such a special business."
"What really made me respect this woman, who I am a complete stranger to, was the personalization of her response. She not only acknowledged my request and respectfully declined, but she took the time to encourage my pursuit and commended"
Mary Barra writes pen-and-paper replies to every letter she receives, despite leading a nearly $75 billion automaker and widespread use of AI. Letters range from loyal drivers sharing car nicknames to schoolchildren worried about plant closures, and both praise and complaints get handwritten responses. Intentional, personalized communication has been a consistent practice throughout her rise from assembly line roles to the C-suite. That openness makes the corner office feel more reachable, fosters respect, and builds brand loyalty as recipients report encouragement and lasting admiration after receiving individualized replies.
Read at Fortune
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