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No Thanks, No Business July 20, 2007

Posted by David Dirks in Keeping Your Customers.

dirksphoto.jpgWhat can I do to keep my current customers? There are lots of things you can do but one of the most underutilized strategies is also one of the simplest. The two most important words you can use are ‘thank you” and making sure they know it.

Now I’m not just talking about when they leave your store or office, and you say “thank you”. Most people can remember to do that (although I’ve more than a few who just can’t say those two words!).

Recently, I received a ‘thank you’ card in the mail. A local business owner in my town sent it to me. This is as lo-tech but high-impact as you can get. We bought some of their products and they wanted us to know how much they appreciated that. It’s simple and low-cost. And they took the time to handwrite the note too!

Question: When was the last time anyone your bought services from sent you one? My guess: you can’t remember because most businesses don’t bother going the extra mile to say, “thank you”. It’s “next customer, please” instead.

You can say thank you in any number of ways but nothing says it better than a handwritten card from you. You don’t have to send one every time your customer buys. Sending one on a regular, consistent basis tells you customer that you really do care.

Worst thing: Sending a card or note that is pre-printed and pre-signed. Most awful: Not thinking your customer is worth an occasional note of thanks. Only the Big Dogz do it and do it well.

When was the last time you thanked your customers?



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