How often do you thank your customers for their business?
How often do you thank your customers for calling you and getting in touch?
How often do you thank your customers for the opportunities they bring to you?
I don’t think we do it enough, but I’m sure we’re not alone in this. It’s too easy in the ‘busy-ness’ of business, to forget to be grateful. To forget that people don’t have to call you. They have plenty of options! Especially in our market place where we’re not short of a competitor, or 12!
I recently realised that our team occasionally forget how fortunate we are that we actually have customers. Customers that choose to ring us, instead of the plethora of alternative companies they have to choose from. Customers like you, who we should be extremely grateful for.
So, I used one of my morning emails to the whole team to remind them how it might be more “appropriate” to feel about incoming phone calls from customers, from you, so that they may get a refreshed perspective on what can sometimes feel like a constant distraction; the ringing telephone.
Perhaps this is also relevant to you or some in your business, so here’s a copy of what I sent…
The good news is that I’m told it’s had some impact. I’m told by some that the phone is now answered a bit quicker. I believe it’s been a helpful reminder, which has had the desired effect on our levels of service.
But it’s still a work-in-progress.
I’m sure there’s still room for improvement. I know there’s still room for more positivity in terms of the way we communicate with and about our customers. I know there’s still room for us to be more grateful for our customers and show them that we actually care. Which is precisely why I’ve chosen to share this with you this month. So that I have an opportunity to say.
Thank You to you for your phone calls.
Thank You to you for your enquiries.
Thank You to you for your business.
In the past we used to make an effort to do lots more ‘random acts of kindness’ and throughout May we’re making this a focus again. I’m encouraging all of our team to do at least 1 random act of kindness to both our internal (colleagues) and external customers (you!). So I hope you’re on the receiving end of some kindness and appreciation from my team over the next 4 weeks. And at the very least, the next time you call us or email us, I hope you’re made to feel appreciated for making contact. I know you don’t have to and
the fact that you have means a lot to me and our business.
I hope that this, plus all other stories in the following pages, are helpful to you and perhaps even inspire you to spread a little kindness and appreciation to your customers this springtime. After all, without customers, life would be very, very different! And not in a good way!