business

January 23, 2026

General Motors CEO responds ‘to every single letter that I get'—why that’s a good leadership strategy, according to experts

General Motors CEO Mary Barra replies to positive and negative letters from customers. Experts say similar practices can build relationships and encourage engagement at work.

General Motors CEO responds ‘to every single letter that I get'—why that’s a good leadership strategy, according to experts

TL;DR

  • GM CEO Mary Barra personally responds to all customer correspondence.
  • Direct and intentional communication can build loyalty and trust.
  • Handwritten notes and thoughtful questions can strengthen relationships.
  • Barra has responded to both positive and negative feedback, including letters unrelated to her company.
  • Human connections with co-workers are valuable for engagement and productivity.
  • Feeling that one 'matters' at work often stems from small, personal interactions rather than formal recognition.

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