Nov 9, 201712:35 PMThe Gray Area
with Donna Gray
Time to say thanks
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Meister Eckhart (1260–1327), German theologian, said, “If the only prayer you every say in your entire life is ‘Thank you,’ it will be enough.”
Deborah Norville, American journalist, businesswoman, and anchor of TV’s Inside Edition, said, “Thank you consists of just eight letters that form two of the most meaningful words in the English vocabulary.”
William Arthur Ward (1921-1994), author, said, “God gave you a gift of 86,400 seconds today. Have you used one to say ‘Thank you’”?
Some companies wait until November to show their appreciation to their customers for the past year’s business. Now, in this electronic business period, “Thank you!” may be one of the single most important things you can say to your customers.
I’m reminded of Sam Walton’s advice that, “There is only one boss — the customer. And he can fire everybody from the chairman on down, simply by spending his money somewhere else.” Now more than ever before, customers need to know they are appreciated or they’ll use their “boss power” to shop around.
Clearly, customer appreciation is one of the most important marketing functions in today’s business environment. Thanking customers should be part of every customer service training program. In his book The Accidental Salesperson, author Chris Lytle said, “A three line handwritten thank you note has more impact than a computer generated one.” He goes on to say that “There you go” has replaced “Thank you” in many transactions.
I’ve noticed how many bank tellers at drive-up windows now say, “You’re all set.” What happened to “Thank you”?
Lytle goes on to say that printing thank you on a receipt doesn’t take the place of a genuine thank you, just like sending out a form letter doesn’t take the place of a handwritten note.