|Image courtesy of _D.s.G._|
How do you thank your customers?
On this Thanksgiving week here in the United States, it’s a great time to pause and give thanks for all of the good things in our lives.
It’s also a great reminder to say “thank you” to your customers, as well, now and throughout the year. Without customers, you wouldn’t be in business. Saying “thank you” is an essential part not only of your relationship with your customers but also of the overall customer experience. When you express gratitude, written or spoken, it should be:
Companies must appreciate the customers they have, saying “thank you for your business” at every available opportunity; if they don’t do this, customers certainly have a lot of other options to choose from, competitors who will appreciate them. Remember, retention is more important (and less costly) than acquisition, so appreciate the customers you have.
There’s no need to offer discounts or freebies. A thank you is a thank you. It doesn’t have to be about getting more business down the line. It’s about appreciating the business you already have. And if you get the experience right – expressing appreciation simply supports what has already been done. And the business will come.
Express appreciation for their business not only when customers walk in the door (acquisition) but also when they leave (cancel, churn). Manners and etiquette go a long way toward building, securing, and solidifying a relationship. And yes, even (especially) when customers end the relationship, be sure to thank them for their business. It leaves a great last impression, which in turn becomes a lasting impression.
Thank yous don’t just belong to customers; you need to be thanking your employees, as well. Gratitude goes a long way for employees: knowing they add value, knowing what they do matters, knowing that their work is appreciated, receiving recognition for a job well done – those are all factors that play into employee engagement. Make a point to let them know they are appreciated.
Thank you for always taking the time to read my blog. If you didn’t read, I wouldn’t write. So thank you.
Give thanks for a little, and you will find a lot. -Hansa Proverb
It is interesting that corporations worry about what we are going to get back if they say thank you, where as individuals rarely do.
It's time for them to realize that it's good for the customer and, ultimately, for the business. But don't put the business first.