I work from my home office at my job, and over the years, I've really gotten to know our customers a lot over the phone, and deal with them several times a year, year after year. Last year one of our closest customers died, a super nice woman who we really liked a lot. I sent her partner a Peace Lilly, and she called us this year to say she still has it and appreciates our thoughtfulness, which was very moving. Now, my boss just told me yesterday that another customer of ours, had a child, about 10 years old with Down Syndrome, who passed away several months ago. I don't know the specifics of his death, and we only just found this out this week. Certainly explains why she has been despondent on the phone when I call. Anyway, I want to send her a sympathy card, but I'm not real up on "proper etiquette". I chose a card with pretty artwork of a flying barn swallow and some flowers, and a blank inside. I jotted the following down on a slip of paper, and am wondering if it sounds appropriate. I certainly mean it sincerely, but I never know what to say to someone when they lose a loved one, especially their child. I wrote: "<boss name> told me the sad news of your loss. Please know we think of our customers as valued family, and our hearts are with you during this time, and always. Sincerely, Laura and <boss name>" Does this sound appropriate? I don't want to send anything upsetting, I just want her to know that we care. It's funny (not ha ha funny) how I've become close with many of our customers simply by checking in with them several times a year on the phone. I would say this closeness with the customers is my favorite thing about my job, although sad news like this really does hit me as though it's a family member.