In his classic best-seller, the way to Win Friends And Influence People, Dale Carnegie’s second chapter is entitled the large Secret of handling People. the key is summed up during this principle: Give honest and sincere appreciation.
Carnegie said there’s just one thanks to get anybody to try to to anything — by making the person want to try to to it. How are you able to encourage customers to mention goodies about you and provides you referrals? By giving them what they and every one citizenry crave: honest and sincere appreciation.
The Two Magic Words
The big secret of handling people (or customers) is usually overlooked or forgotten. It’s simply saying “thank you” consistently, personally and, above all, sincerely. These two words work marketing magic because customers want to feel important.
Saying “thank you” is an act of kindness, besides. But don’t say “thank you” for the sake of flattery. It must be sincere. As Ralph Waldo Emerson once said, “You can never say anything but what you’re .”
“Thank You” Promotes Referrals
The uncertainty of referrals are often disconcerting. are you able to control them? No. are you able to influence them? Absolutely.
First you want to provide a valuable product or service for patrons . (You’re already doing this, right?) But perhaps you’ll make a good bigger difference in their minds by your continued interest after you’ve delivered the merchandise or service.
Each customer features a different level of satisfaction together with your products and services. However, all customers to whom you say “thank you” are satisfied that they are important to you. this will determine whether you’ll continue a relationship with them and obtain referrals.
“Thank You” as spam or E-mail
If you’ve never used spam and are considering it, start a thank-you correspondence program. If you’ve used spam or e-mail but haven’t sent thank-you letters or e-mails, start now.
The thank-you letter or e-mail to your customers is targeted (you know them, they know you), personal and effective. It’s bound to receive a positive response.
Furthermore, it is a pleasant surprise if it’s mail . They see your envelope. They think, this must be something on behalf of me to review, to sign, or worse a bill. Surprise! They’re appreciated; they’re important. And you are the one telling them so.
Write a thank-you letter or e-mail at every opportunity. But don’t send one with an invoice or other correspondence. Always send it separately.
Writing the Thank-You Letter or E-mail
The thought behind a thank-you letter or e-mail could seem simple, but writing one are often tricky. Here are 9 tips for writing a winning thank-you letter or e-mail:
1. Keep it brief. A six lines (or fewer) are sufficient.
2. Make it sincere. this is often crucial. If you are not careful, it can sound awkward, even when you’re trying to be sincere.
3. Start with “thank you.” Dear Ms. Johnson (or given name , if appropriate): many thanks for …
4. Make the tone warm, but professional. Be friendly, but keep it businesslike.
5. Reinforce a positive. Jog their memory of a positive aspect of the connection .
6. Offer your continued support. If I can help, please call …
7. End with “thank you.” Thanks again for …
8. Use an appropriate closing. Sincerely, Best regards.
9. No ulterior motive. Make it a pure “thank you,” otherwise sincerity is jeopardized.
Remember: Saying “thank you” is a component of building strong customer relationships over time. Use these two magic words consistently and watch your repeat business and referrals grow.
(c) 2005 Neil Sagebiel