Sometimes getting to the top requires starting with something as simple as a stamp. GM CEO Mary Barra noted that she responds to “every letter” she receives.
Despite leading an automaker worth nearly $75 billion and where artificial intelligence has turned once-tedious tasks like drafting emails into a matter of seconds, Barra still writes letters the old-fashioned way: with pen and paper.
The messages she received ranged from loyal Chevy drivers sharing nicknames for their cars to schoolchildren worried about their families’ futures after a General Motors plant closed. But whether positive or negative, these letters still get a response.
“I see [letters] From customers … when their odometer goes to 200, 300, 400,” Barra said at the meeting new york times DealBook Summit in December. “I also get letters from consumers who are unhappy with something, and I respond to every letter I get. To me, this is a very special business.”
Even as one of the busiest executives in the auto industry – repeatedly at the top wealthList of the Most Powerful Women in Business – Barra has always considered intentional communication part of the job. It was a habit she continued throughout her rise from the assembly line to the C-suite at General Motors. “You’re not always right, but no one is always right,” she said in 2023.
This openness can make a corner office more approachable than it seems, for employees, customers, and even complete strangers.
Carolyn Rodz, founder of the Women’s Virtual Entrepreneurship Accelerator, once wrote to Barra as a complete stranger. The rewards she received surprised her.
“What truly made me respect this woman, a complete stranger to me, was her personalized response. Not only did she acknowledge my request and respectfully decline, but she took the time to encourage my pursuit and praise my efforts,” Rhodes wrote in 2015.
Rhodes adds that the note does more than just close the loop — it builds loyalty and lasting respect.
“She validated my vision and affirmed my commitment,” Rhodes said. “Honestly, she built so much loyalty in just a few paragraphs that I would consider buying a GM car next time I’m in the market.”
In an era where executives appear to be buffered by corporate hierarchies and public relations teams, Barra’s approach stands out. It’s a small gesture with a huge message: In a business world racing toward automation, the human touch still matters.
“However, people like Mary Barra remind me that our words have significant value and the opportunity to impact others in ways we may never know,” Rhodes said.
