I started my Monday off this week with my usual routine. Turn on the computer, check my calendar for the week and begin reviewing my email.
Much to my surprise, I had an email from a person that I have not met but we are members of the same group on LinkedIn. His email was just to say that he enjoyed my comments in the group discussions and wanted to say thank you. He followed that with the statement that the Internet is a very thankless place.
Not only did his email brighten my day, but it also got me to thinking about how we don’t say thank you with any true meaning behind it enough. We all say thank you as the customer walks out the door but is it just a reflex, that’s what you are supposed to do kind of thank you or do we say it with feeling?
Here is your challenge. Choose one of the following Thank You’s each week for the next 5 weeks. Concentrate on that Thank You and incorporate it into your regular routine.
1.) Replace thank you. Instead of thanking the customer try changing it up for every customer today. Try saying, “We are so glad you stopped by” or “We are so happy you chose us.” Surprise your customer with a real thank you.
2.) Send emails to everyone that stopped in this week and tell them how much you enjoyed their visit. Ask them for any suggestions or recommendations. You’ll be surprised at what the response will be. And don’t worry about the negative comments. You are going to hear a lot more positive than negative.
3.) Send out a Thank You coupon that can be used anytime over the next year. Please don’t make this the standard 10% off coupon that gets thrown into the trash because it isn’t worth that much to the customer. Make it a true Thank You coupon.
4.) Plan a Thank You party. Invite all of your customers. Not everyone will show up but you can have someone at the party posting to your Facebook page during the party to make those customers who can’t come to the party feel like they are there. While you are at it, make a nice give away gift. This doesn’t have to be expensive but it does need to remind everyone of your business. If you have an RV park, make a video of the season and give a copy to all of your guests. Give the video a title of “What We Did For Our Summer Vacation” or “How We Spent Our Winter.” Just remember that the focus of the video should be your customers and not your business.
5.) Instead of a Birthday Club, start a First Visit Club. You already have the information on when a person first visited your business. Use this date to send out a First Visit card that thanks the individual for choosing to visit your business.
At the start of the sixth week, take a look back. What has been your customer’s reaction? How do you feel about saying Thank You? Has it had an impact on your bottom line?
Now rinse and repeat. After a second round you should see real impact on how you feel about you, how your customers feel about you and how your bottom line is improving.