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Ed Dugas

Ed Dugas Internet and Marketing Manager

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Just Say Thank You

Yes, for those of you who were wondering, Just Say Thank You is a Wayne's World Reference.  For the purpose of our discussion, though, Thank You will serve as the two most important words in marketing

In the simplest terms, marketing is all about remaining highly visible to your customers, and reinforcing your business so that you’re presented exactly the way you intend.  It may seem like a no-brainer, but some companies have a tendency to take their sold customers for granted, and stop finding new and relevant ways to connect (and forget to keep the appreciation meter running).  Any excuse to say thank you or show appreciation is a good reason to touch base. 

With that said....

Here are some tips on how you can keep things fresh and flowing, and earn the respect and continued business you work so hard to achieve.  These are all small gestures, but if regularly nurtured, they will add up to a lot of quantifiable success.

MAKE THE CALL

Few things deliver more happiness and appreciation than when a business simply reaches out to touch base with a customer.  Ask your customers how they’re doing, what they’ve been up to.  Remember specific things about them i.e names and news from memebers of their family, things you may have discussed during the rapport-building process, etc.  It doesn’t take much time or effort, and who knows what opportunity it may create.  Social networking channels make kind gestures easy, efficient, and for all to see.

PAY A VISIT

When you’ve got time to spare, make arrangements to meet up with your client at his or her place of business for a chat.  Perhaps you can tour their facilities and catch up with their business concerns.  This is an immeasurably valuable way to show that you want to stay plugged in with their concerns, and simply that you care about what’s going on with them.

JUST SAY THANK YOU

These are two simple words to say, but for some, they can make or break a day.  Try to go out of your way to thank your clients, whether it’s with regards to a special occasion, or just because.  Send out a card or handwritten letter, or stick a quick postcard in the mail.  This is especially important for clients new, loyal and profoundly generous.

DON’T LEAVE THEM HANGING

In today’s business world, it’s all about speed and making adjustments.  As your clients are your business, it’s imperative to respond quickly to all their questions, phone calls, emails, comments and concerns.  Not only is it courteous, it can also be an effective marketing technique.  If you cannot reply promptly, make sure your voice mail and email are checked by a trustworthy member of your staff.  Let your client know that you are not available, but when you are you will call or email.  This helps you keep a positive rapport with your clients, and it is something they will certainly appreciate.

SEND OUT CARDS

Sure, they probably get a thousand of these, and may not even notice if yours is absent, but don’t take that chance. If you’re worried about getting lost in the shuffle, send a card out early to improve your chances of getting noticed.  “It’s the thought that counts” couldn’t be truer in this situation.  And everyone sends Christmas wishes, but don’t forget about the more obscure holidays – Easter, Thanksgiving, International Talk like a Pirate Day.  But seriously, a little effort here can go a long way.

BECOME THEIR CUSTOMERS

Whatever it is that your clients do, see if you can benefit from the services they offer, as well.  There are lots of useful ways you can utilize the services your clients offer for a mutually beneficial relationship.  If it’s something you need for your business, try to see if you can get it from someone you already serve.

Thanks as always for the great feedback!

Lindsey Auguste
This is right on, and something we heard a lot of at the recent #DSES conference. If you haven't read The Thank You Economy, by Gary Vaynerchuk, I high recommend it. Saying thank you feels warm and fuzzy (and it is), but it also sells. Thanks for the reminder.

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