How to say thanks to your customers

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Published on Saturday, 08 November 2014 17:15

Written by Tom Hellman Chapter President/Certified Mentor

It has been said that when we express gratitude,

“we must never forget that the highest appreciation is not to utter words, but to live by them.”.

John F Kennedy

For small business owners this is particularly important when it comes to thanking customers for their business. Without their support, few enterprises would last very long.

Simply saying “thank you” goes a long way toward securing a customer’s loyalty. But there are other things you can do to express your gratitude to show that you truly mean it. Here are some suggestions:

Send a thank-you note.

The idea may sound corny. But in this age of e-centric communication, a handwritten thank-you note really makes a big impression. One approach is to set aside 15 minutes a day to write notes telling customers why you appreciate them and how much you enjoy working together with them.

Hold an event for your best customers.

Possibilities include a luncheon hosted by your business, a late-night shopping event after your store closes to the public, or a free seminar where you show them how to do something helpful. The point is to make them feel valued and special.

Make them an offer.

Send a thank-you in the form of a coupon, discount, free gift, or other special offer. Make it meaningful—no skimpy 5 percent off.  Make it clear that there are no strings attached. It’s simply to thank them for their business.

Pick up the phone.

If your business relies on one-on-one sales, give your customers a “thank-you” call.  Tell them you’re calling to thank them for their business, to see how your product or service is working out, and to ask if there are any problems or concerns that you can help them with. There is an added benefit to this approach—an opportunity for customers to let you know their needs. Then you can step in and suggest how you could address them.

Say it wherever you can.

Think about all the touch points where your business interacts with customers. Even if a customer doesn’t buy something, thank them for coming in of calling. Also, consider the content of your email signature and voicemail, or the message customers receive when completing an online purchase.  All the ways you interact with customers should leave an impression of gratitude.  Last impressions matter just as much as first ones do.

How SCORE can help you & your business.

An experienced outside perspective can benefit any small business which makes it a good idea to contact our SCORE office. SCORE is nonprofit organization with experienced, certified mentors here in Volusia and Flagler Counties who provide one on one, free and confidential counseling as well as an informative workshop program.  For more information on our workshops or to schedule a counseling appointment visit us at SCORE87.org or call Rosalie at 386 255-6889.