Two simple words, yet what an impact. You might have seen the commercials a few years ago where two women (one being overweight) meet in a grocery store. The smaller lady asks the overweight woman about her pregnancy. She tells the smaller lady she’s not pregnant and starts to get mad. The smaller lady, thinking quickly, says “Thank you.” The overweight lady says “You’re welcome” and forgets she was mad. Then they hug.

Everyone loves to hear those two words. We want to feel appreciated. How are you and your organization doing when it comes to thanking your customers?

The first “Thank you” starts at the point of purchase. Have you trained everyone who interacts with customers to say “Thank you”? Recently after ordering a book from Amazon, I got an email confirmation of my order, but no “Thank you.” I love Amazon, but a “Thank you” would have made the experience even better.

The second “Thank you” is the follow up. A few days after the sale, send your customer a postcard, letter, email or something thanking them again. You can also include a survey and/or discount coupon for their next visit.

For example, the dealership that services my car always calls to thank me and ask me about my visit.  They even offer a discount off the next visit.

Thank you for being so supportive of my blog and speaking. Your ideas, comments, praise and critiques all help make me better. Thank you!!!!!!!!!!!!!