Back to Basics: Appreciation

Everyone loves to be appreciated. So are you showing appreciation to your clients and customers? Normally, when a product or service is purchased, a “Thank You” at the time of purchase is typical, but anything more than that like a “Thank You” card is extremely rare. When a “Thank You” card from a business is received, the excitement and surprise causes someone to be more eager to return and do business with that company again. Then, that excitement leads that person to tell everyone that they know that this company believes in appreciating their customers. Most doctor and dentist offices send a “reminder” card in the mail, but when was the last time that you received a “Thank You” card from your doctor or dentist? It’s probably been a while.

Statistics show that it’s cheaper to retain a client than to obtain a new one. So my question for business owners is, why are you NOT showing your clients some appreciation? It’s almost like some marriages, you wine and dine while dating, but when the honeymoon’s over, it’s like you don’t care as much anymore. Sending a personalized thank you card to anyone, if anything, should make you feel good because you’ve done something special and unexpected for someone else. A verbal thank you or an e-mail to clients is a necessity as well, but there is nothing remotely close to the meaning of a tangible card. Once you begin sending personalized thank you cards, go on to send an even more “unexpected” card, for example, a “Thank You for Being My Partner” for Valentine’s Day or a “Just Because” or “Just Checking In” card at any given time. This will let clients and customers know that you really appreciate their business, and don’t feel entitled. These customers and clients will also be more willing to refer other business owners and colleagues to you because you have done something that was special and almost unheard of today.

So you don’t think you have time to send a card? It’s vital that you make time. Consider partnering with a Virtual Assistant to help with sending cards. This is important to any successful business. If your business is already successful, showing appreciation can take it to the next level. The web-based tool that I use has over 12,000 cards. The card that is selected can be personalized with my very own handwriting, personal message and a picture or even my business card. All of this can be done from the computer, and the web-based company prints, stamps and mails the card. A gift can be included as well, for example, a gift card, brownies or cookies, just to name a few. It’s an awesome, user-friendly and efficient tool essential to every business. It will probably take, at the most, 3 minutes to send a card.

Some other ways to show appreciation is to send a “Thank You for Doing Business” card to new clients, and send a card to them either monthly or every other month. Remember, the honeymoon is not over. Also, send a card to prospective clients to thank them for taking the time to talk with you. For one of my clients, a card is sent when someone places an order on her web site with a picture of the product that the customer ordered. Her online sales have increased 250% in the last two months because of return customers and referrals. Not only is this because of the unique, quality product that she offers, but because we are following up and letting the customer know that their business is appreciated.

E-mails, phone calls and newsletters are other ways that to keep in touch with clients and customers on a more regular basis. You may never get the “Wow” response from a phone call that you can get when you send a tangible card. It’s especially awesome when the client or customer says that they were having a bad day, and then they received the card in the mail that absolutely made their day. Now, that’s customer service! It makes you as the business owner feel great to know that you made a difference during a difficult time. So, remember to show some appreciation. “Recognition and appreciation BEATS promotion every time” by Kody Bateman!