They give us their money, and we give them merchandise. We say “Thank you!” That is the old-time stereotypical opportunity for a company to thank their customers. But there are opportunities all day long for us to convey appreciation to our customers.
Beyond the actual transaction, there are so many situations where we can say thank you to the customer. And we want to do that often, because without customers, we have no business. We understand that in the vast majority of the cases, the customer could go elsewhere. They want to feel valued and appreciated, so we want to find ways to convey that appreciation.
Whether you’re dealing with a request, a complaint, or just the customer’s involvement in some activity, you have an opportunity to appreciate the customer.
Convey appreciation to customers or co-workers for their request: Thanks for your request. Thanks for asking!
Convey appreciation for telling you a complaint: Thanks for bringing that to our attention. I appreciate your telling us about this issue.
Convey appreciation for their participation: It’s great that you’ve been a part of this. I appreciate your time and your engagement in the process.
It is not hard to say thanks, but it is often one of the most forgotten aspects of communication with customers. They are not a box in our process flow; a customer is an individual that wants to feel valued and appreciated. So we want to make sure that we are not only appreciating them, but we are telling them so.
There are many opportunities to appreciate the customer throughout the day. Identify them, and act on them so the customer feels how much you value them and their business.