One of the main things your mother taught you
The number of value-based, humanizing things your mother taught you is much more than you can quantify, and you carry them with you subconsciously always. If we cared to be still and consider the way we approach different experiences, we would also identify the skills we pass on to our own children and families. Suddenly, it becomes clear that one extremely important thing we learned as children that is essential to your business today is so simple – it is the act of saying “thank you.”
Without too much focus, we all know the power of saying thank you is undeniable, and this information is borne out in numerous studies showing that thanking your customers regularly and sincerely goes a long way towards building long-term relationships. You can make your “thanks” even more powerful with these simple tips that will make your “thanks” really count.
Be clear what you’re thanking them for!
When you thank your customer, make it count by being as specific as possible. A generic “thank you” might do just fine, but a specific message works much more effectively. Use the TWS method of thanking your customers: Tell them what you’re thanking them for; Tell them what it means to you and Show them how they’ve helped you.
Make it as personal as possible
Use the customer’s name and take the time to make the message as personal as possible. Include a few personal details that show that you know your customer and understand them. As in personal relationships, don’t use a template or automated messages. If possible, create a handwritten note that warmly acknowledges something the customer values. Remember, it’s not about you – it’s about them. You also have the chance to stand out from the crowd by taking the time to create your handwritten note instead of sending an email or private message on social media.
Integrate “Thank You” into the Sales Process
Build your culture of “Thanks.” There are certain key times when it’s best to say thank you, such as after a purchase, when a customer subscribes to your newsletter, when you get a referral, and so on. Choose the times that are most important to your business and make it a regular part of your process at that time.
Show your appreciation with a gift
For an even more impactful “thank you,” offer a simple gift. This can be a discount or another goodie that doesn’t cost you anything. The most important thing is that it offers value to your customer. Just like your “thank you” message, the best gift is one that’s personal and not generic. If you know your customer, choose something they would like.
Yes, thank angry customers too
Thank your customers equally and fairly, even the ones who are angry or give you a great deal of trouble. In fact, thanking these disgruntled customers may help to turn their attitudes around and win them back over by creating powerful “wow” experiences.
Think outside the box
Try to think of creative, outside-the-box ways to thank your customers. A few ideas include:
- Saying “thanks” and telling them about an informational resource that can help them solve a common problem or a problem you know they’re facing
- Sharing valuable information with them, such as statistics or a special tool that can help them
- Inviting your customer to an industry event or other event that might be valuable to them
- Offering a surprise service upgrade if you offer services
- Thanking your customer publicly on social media, or in your blog or newsletter
Use your message thanking your customer as an opportunity to open two-way communication. Along with thanking them, ask them if everything is going alright or whether they have any questions or concerns. You can get some valuable feedback, and this gives you an excellent way to communicate directly with your customer.
The most important thing is to make your “thank you” all about the customer. Make it specific, personal and sincere. They’ll thank you for it!
Barbara Jemmott is the founder and business strategist at Your Entrepreneurial Spirit. Her 4-point YES to Customer Acquisition Program (C.A.P.) allows her to work her passion which is helping entrepreneurial women grow their audiences and income, online. She got here through her 20+ years of experience helping businesses understand and implement systems, strategies and procedures to increase productivity as well as implement change and streamline operations. With experience and responsibilities to design, develop and deliver training for small to large technology training initiatives for Fortune 100 companies, she brings “Big Business” expertise to the small business space. Learn more about Your Entrepreneurial Spirit and the YES to Customer Acquisition Program at www.yourentrepreneurialspirit.com