Please and Thank you! For 32 years in store management and ownership of my own optical dispensary, I kept a small, wire-bound notebook at my front desk. In it, I wrote down the name and phone number of every patient who took home a pair of new glasses.( I never counted how many small notebooks I filled in all those years!) It included the type of frame and lenses purchased so when I phoned them a week later to be sure they were happy and satisfied, I could discuss the details of their purchase.
Sometimes they had a problem with the new prescription, or they were still getting used to the fit, and I would suggest they return for an adjustment or solve an issue over the phone. But 9 out of 10 clients were pleased with their purchase and doubly pleased with the follow up call.
Two things happened.
1.Problems, (if any) were nipped in the bud before they got too big or client became annoyed.
2.The clients second impression with their optical store was as good as their first impression. Somebody was listening to them. And appreciated their business. They felt special.
Every client who referred a friend or family member, received a hand written thank you note with two tickets to the movies or a gift card from Starbucks. Or they were compensated with a discount on their next pair of glasses. It’s fair to say that thanking my best clients for their loyalty kept me in business during a few lean years. They appreciated being recognized for their support in keeping my business going.
Today we have newsletters and social media, FB, LinkndIn, Pinterest, blogs, miraid ways of reaching out and keeping in touch with new and potential clients. I watch all things automated in offices today, appointments made on line, customer satisfaction surveys sent to their emails. Quick, quicker, fast, faster, no need to talk to anyone, or ask questions, it’s just you and the keyboard. If you don’t fill out the survey, the eye doctor’s office or retailer you purchased your new running shoes from, won’t know if you are happy with your purchase or not. They will be too busy being automated and SEO experts to want to take time to phone your home. I understand. It’s a bigger world today than when I started back in 1981.
But just in case you want to stand out in a”www” world and you think calling a few clients on the phone and asking about their recent purchase might be an idea whose time has come “back”, don’t be discouraged if they don’t answer the phone. Not many people do anymore. They only want to text.
But go ahead and leave a thank you message anyway. Tell them you appreciate their business and referrals and leave your number. It’s your best positive second impression.
“You glance at an email. You give more attention to a real letter.” Judith Martin “Miss Manners”
Want to see more sales? Create better client relations?
Get your clients attention. Way too many emails out there. Way too few thank you notes!!