The Power of Thank-You

When was the last time you thanked your customers?

This often neglected gesture is a very powerful sales tool. As a small business owner, I want to know that the companies I chose to work with appreciate my business. Here are some of the opportunities you have to thank the people around you.

1. When they place an order or make a purchase of any type. This may sound pretty obvious but my experience has taught me otherwise. Do you remember the last time a retailer thanked you for shopping at their store? Has the cashier at the local grocery store thanked you lately? What about the clerk at the gas station around the corner? How about your suppliers or companies you use to support your business? I use several hotels across the country to conduct my training workshops and some of my sessions are multi-day program which means I can spend several thousand dollars. Yet, I can count on one hand, the hotels who have thanked me for choosing them versus one of their competitors.

2. When they refer you to another potential client. Much of my business is generated through referrals and I take great pains to thank everyone who refers new potential clients to me. A good friend of mine sent many referrals to an associate yet, the other person did not take the time to thank him or reciprocate. Needless to say, my friend has stopped sending potential clients his way. Simply because he wasn't thanked.

3. When they contact you regarding a service issue. Most companies don't think of thanking customers for complaining. Far too often, business people and employees try to redirect the blame or justify what went wrong instead of thanking their customer for pointing out the shortcoming. However, when people do express their concern with something, they are providing you with a golden opportunity to take corrective action and improve your business. Shortly after launching my website, a client encountered a problem and received the incorrect item for an online order she had placed. I thanked her because she helped me correct a problem I didn't know existed.

4. When they make a payment. This morning, as I wrote this article, I received an electronic card from my personal coach who I work with on a regular basis. She thanked me for the timeliness of my payment and commented how quickly she usually receives payment. This, in turn, made me feel good because I now know that she recognizes this. Her thank-you will encourage me to continue my prompt payment habit. If she uses this approach with all her clientele I'm sure she doesn't encounter cash-flow problems very often.

5. When they help you solve a problem. I recently faced a minor problem with one of my clients. I asked one of my key contacts in the organization to look into the matter and in a matter of hours the situation was resolved. Without his help, I might still be dealing with the issue. Assistance or action like this requires recognition and a simple thank-you can go long way to reinforce someone's behaviour.

6. When they are loyal. If you have long-term clients it is critical to thank them for their loyalty. We often take these individuals for granted and forget that they, like anyone else, want to feel appreciated for their business. I firmly believe that we should send regular thank-you cards or notes telling people that we appreciate their business. A friend of mine, who also owns a training company, has a thank-you party every year. He invites many of his customers for an evening of dining and entertainment as a way of thanking them. Plus, it gives them a chance to network with other like-minded people, often resulting in the formation of new business relationships.

There are several ways to you can thank someone. You can say thank-you in person. You can call the other person. You can send an email. Or, you can write a note or mail a card. My preference is to send cards because most people receive very few thank-you cards. An inexpensive card with a few handwritten comments can help you stand out from your competition. Plus, many people will keep a card on their desk which keeps your name in their mind. Yes, it takes some time, but the payoff is usually worth it.

One last comment. I know you are busy and like most business people, that your time is precious and more valuable than ever before. Therefore, I want to thank you for taking the time to read this article. I appreciate it!

Copyright 2004 Kelley Robertson. All rights reserved

Kelley Robertson, President of the Robertson Training Group, works with businesses to help them increase their sales and motivate their employees. He is also the author of "Stop, Ask & Listen ? Proven sales techniques to turn browsers into buyers." Visit his website at http://www.RobertsonTrainingGroup.com and receive a FREE copy of "100 Ways to Increase Your Sales" by subscribing to his 59-Second Tip, a free weekly e-zine.

---

60 Ways to Increase Your Mail Order Catalog Sales

This article is meant to inform. Please don't construe this... Read More

How to ASK for Business -- WITHOUT appearing Pushy --

GIVING Vs "SELLING"Never lose sight of the importance of providing... Read More

An Introduction to B2B Lead Generation

It is important that organizations find other companies to do... Read More

Hate Follow-Up Phone Calls To Hot Prospects Who Won?t Call You Back? Stop Calling!

We all learned in Sales 101 we must follow up... Read More

The Damaging Admission - A Persuasive Technique

We would all like to think that our product or... Read More

Are You a Winner or Whiner?

I've found that winners say "I choose to." Whiners, on... Read More

I Don?t Want To Be Sold; I Want To Buy

I went shopping for clothes today.My plan was to buy... Read More

Buying Mortgage Leads - Three Things to Consider

The time comes for all mortgage brokers and loan officers... Read More

Everything Follows the Pitch

If you asked me to point to the heart and... Read More

How To Set Goals and Achieve Them

We use only 5% of God's given potential, 95% of... Read More

101 Ways to Improve Your Direct Mail Response

1. Mail to your customers more often. If you are... Read More

First, Fast, And Foremost . . .

First - being before all others. Fast - moving or... Read More

Incentive Dilemma:

Manufacturers and distributors are rolling out more sales incentive programs... Read More

Top 10 Ways to Sell your Product or Service While you Sleep - Part 2

Part one of this article is available at ... Read More

Casual Networking

What comes to mind when you think of networking --... Read More

How to Revive a Dead Lead

It's easy to spend days, weeks, or months speaking with... Read More

Selling More CDs at Gigs, Case Study: The Rogues

A few weekends back, the Brobdingnagian Bards performed at the... Read More

Are You Selling What They Want To Buy? Is It An Appropriate Solution?

Let me tell you about my friend Peter who has... Read More

Don?t Waste My Time!

Many participants in my programs ask how to deal with... Read More

Selling Strategy - 5 Ways To Success

Web sites exist for essentially two purposes. The first is... Read More

Reviving Dead Clients

Most consultants I've talked to don't spend any time trying... Read More

15 Ways To Get Really Motivated

First, recognize that motivation is an inside job. The word... Read More

Top Seven Ways to Write An Order-Pulling Sales Letter

Ready to put your Web pages up? Ready to sell... Read More

Sales Brochures - 9 Steps to Success

Even in this day of websites, many customers want to... Read More

Dont Be Macho Selling Ice to Eskimos

This issue's topic was suggested by a sales rep for... Read More

Are You REALLY Listening?

Being a good listener requires more than just keeping quiet... Read More

A Little Something Special Goes a Long Way

Keeping the 80/20 rule in mind; that is that 80%... Read More

Marketing Conversations, And Conversation Stoppers

Where many marketing conversations get off-track are the ones you... Read More

The Email Blow-Off

This week's article is my response to a question by... Read More

Solution-Sell is a Myth!

Who among us is not already up to here with... Read More

Psychological Tricks in Selling

Psychological Tricks in Selling By Stephen Bucaro In this article,... Read More

Save Your Breath: How To Sell In Trade Shows Without Pitching

You stand there, in front of your great presentation material,... Read More

Leave a Better Voice Mail Message

Yesterday I received a call from a financial planner named... Read More