“Thank you” – two simple words that can mean something genuine or nothing at all depending on the way they are delivered. I am surprised by how often I hear frontline associates speak these two words, devoid of meaning and emotion. However, when these same two words are spoken or even written by a service provider who truly appreciates and values a customer’s business, it can make a huge difference, leaving the customer with a good feeling and a desire to return.
The problem is not with these two words, but who says them and how they are delivered. I have found that a certain classification of sales and customer associates love to meet new people, are great at creating and building relationships and have a strong desire to help customers find what they need. I call these folks Welcomers. When Welcomers give you their special hello, they make you feel welcomed. When they go out of their way to assist you in any way they can and then close the interaction with a sincere “thank you” for your business and for the opportunity to help you today, you know they really mean it. Delivered that way, those two words translate into repeat business.
I think it is also just as important that customers thank associates who do a great job serving us as consumers. I’m going to make a special effort to thank those associates that make my day better and I hope all of the readers of this blog will do the same. If every customer communicated their “thank you” to associates who provided them with superior customer service and gave them a feeling of “hey, this person really appreciates my effort”, it would make them all, even Welcomers, feel better about their positions.
Lastly, for those of you that employ frontline associates, please extend your appreciation to those who treat your customers as people first, consumers second. It’s a two way street. Nobody wants to spend their dollars in an establishment that doesn’t care if they ever return and no one wants to be taken for granted. Those two simple words, delivered sincerely, can make everyone’s day a bit brighter and your business a lot stronger.
Who can you thank today?