Can you recall the last time you heard the words “thank you” after making a purchase? If not, you may have just recognized an opportunity to differentiate your business. Sadly, it seems, “thank you” has all but disappeared from the vocabularies of frontline employees, but it’s a phrase that can mean so much when offered earnestly. Especially if you’re a small business owner to whom every customer matters, train your team to thank people when they buy something, after taking the time to browse and at the end of a phone call. Thank you. Not “you bet” or “no problem” or “any time.” Years ago, I took my car to a shop owned by a mechanic named Steve. After each visit, Steve reached across his counter, looked me in the eye, shook my hand and thanked me for my business. About as basic as you can get, but human, meaningful and memorable. Imagine the good feelings your team could generate by offering sincere thanks to every customer. It doesn’t cost a thing. And the bonus: when your staff really means it, they’ll enjoy the benefits of consistently expressing their gratitude. |
