Richard Denny - Thoughts on sales and marketing

The words “Thank you“, little words with the power of being bigger and bolder. Boys and girls under the age of thirteen are more likely to say “thank you“, something I found working in two supermarkets. Far fewer older people are likely to say the magic words “thank you“, an internet poll survey found that nearly five out of every ten people don’t always say thanks, or thank you - remembering to do so is a sales point with a difference.

Whether you are employed by a multi-pound company or a small company you are told “love your customers“. So you start working and every transaction you process, you look right into the customer’s eyes and say, “thank you so much for your business“. And maybe if you felt it appropriate, you would say, “Hope to see you again.” or “please come again”. Most of the time though you will find a notice saying it on the way out, BUT there is no harm in saying the few words as well.

I’ve spent a great deal of my life in and around the Internet and e-mail platforms, and I can tell you the importance of saying “thank you“, when writing a blog or e-mail. It is so important to say “thank you” at the end or something along those lines as this in turn should and almost always will get you a response.

Research indicates that the majority of dissatisfied customers don’t bother to complain. Customers simply leave with their wallets and go elsewhere. That means complaints are a valuable gift in providing a heads-up approach to focus customer care. A customer who complains still wants to do business with you, if you can make things right. So thank your customer for giving you that chance and assure them that you want to do everything you can to make them happy again.

Simple or complex, e-mailed or mailed on expensive materials or not, saying “thank you” always works.

Have you ever counted each time you said “Thank you” during the day? This may be a valuable experiment to try. Feel the magic of those two little, BIG words, “Thank you.”

Next time you purchase an item, however big or small, say those two magic key words.. Posted by Ed Aldridge

This entry was posted on Tuesday, February 6th, 2007 at 3:14 pm and is filed under Sales & Marketing. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.