As a parent, I always taught my children that manners cost nothing. If someone gave them a gift, or opened a door for them, saved them a space in a queue, gave them a lift home or did anything for them, they always said ‘thank you’. I was often praised for the well-mannered, polite children I had….and believe me, at home they weren’t always well-behaved, but they always remembered their manners. As adults, I’ve hear them use the ‘manners cost nothing’ statement on several occasions. It always make me smile.
At some point in our lives, we all work in some capacity. No matter what job you have or have had in the past, it’s always a good feeling to be appreciated for what you do. When your employer thanks you for your hard work, or tells you you’ve done a great job on a particular project, it gives you what one of the teachers at my kid’s school called, ‘a warm fuzzy’ feeling. And how did that feel? Did it motivate you to try even harder? Did it make you feel proud of your achievement and make you want to do more? In one way or another, the answer is usually ‘yes’ to these questions.
The same applies to your customers – if you thank them for buying from you, or using a service you provide, it will make them feel valued and, nine times out of ten, a customer who feels valued will return with more custom, or recommend you to their friends. Either way, it’s a win, win situation for you.
These are some of the benefits of saying thank you…
- Customers remember who thanks them (and who doesn’t)!
- Customers feel valued and appreciated
- Customers feel respected and cared for
- Customers like to be acknowledged – it’s important to them
It’s crucial that when you say thank you, make sure you mean it – don’t just say it as a matter of course, or as a way to get something from someone. It must be sincere.
So, how can you thank a customer?
There are several different ways to thank your customers. Please see the list below.
You should always thank them for their order and for choosing to shop with you, or use your service. You could also take the opportunity to say that if there is anything else you can help with, please feel free to contact you. It’s also a good idea to put a link to your website and invite them to leave a positive comment.
- Include a note with their order
- Send an email
- Send a card in the post, or an e-card
- By telephone
- By text message
Finally, the most important thing about thanking a customer is that it is timely….it’s no good saying thank you weeks after the event, it needs to be immediate.
According to Chris Philippi, President of Philippi Marketing and Associates, writing for zeromillion.com, the top Entrepreneurship Resource Online….
- It costs anywhere from 5 to 8 times more to gain a new customer as opposed to retaining your customers. When you consider the cost of sales people, advertising, Internet marketing, etc. to attract new customers this becomes obvious
- 68% of customers will stop using your services or fail to return if they feel unappreciated. This is the number one reason businesses lose customers.
Images courtesy of 1) Stuart Miles 2) nenetus 3) digitalart at FreeDigitalPhotos.net