How Often has this Happened to You?

You're entering into a building, a mall or some type of office, and as you open the door to enter, you notice someone walking towards you to exit the building by the very same doorway you are going to enter. Out of thoughtfulness and good manners, you defer to them and hold the door open, giving them the right-of-way while you patiently wait...and wait...and wait.

But what is it that you are waiting for? Ah, thank you, that’s what you are waiting to hear from the passersby. But there is no corresponding thank you offered; they just walk on through the open door. In fact, they didn't even acknowledge you; avoiding eye contact, pretending you weren’t even there. It is as if they expected you to hold it open for them.

“The deepest principle in human nature is the craving to be appreciated.”
William James

After they pass, you enter the building secretly telling yourself, It's no big deal...I'm above needing gratitude...I'm the better person...

But inevitably, you begin to think, How rude of them to not say, “Thank you.” Where are their manners? I just can't understand some people...Common courtesy is not so common, anymore.

The Exchange of Money is Never an Unemotional Event for a Customer

It is an awful feeling to not be appreciated or recognized for a good deed. If something as simple and seemingly innocent as failing to say, Thank You, for an open door can trigger negative feelings, consider how people feel when we miss the opportunity to thank them whenever we do business with them at the agency.

We are ruled by our emotions. In everything we do, our actions are largely driven by our emotions and supported later by logic. That is especially true for our customers.

Never let them feel unappreciated or taken for granted, or worse yet, feel taken advantage of by not being shown courtesy when they deal with you.

Therefore, whenever transacting business with customers, here are some reminders on when to thank them and show that you appreciate their patronage while also avoiding the offense of making them feel taken advantage of:

1. When they call in about a question on their bill…

Thank you, we appreciate your business and remember; whenever you need anything, we’re here for you. Have a nice day.

2. When they refer a friend to you…

Thank you for recommending us. We appreciate your referral and are happy to give them the same care that we owe you. We’ve sent you a little something in the mail in appreciation for your confidence in us. Thanks again.

3. When they call with a complaint…

We apologize for the inconvenience we’ve caused you, and thank you for calling and letting us get a chance to correct things for you. We value you as a customer. Without talking to you, we wouldn’t be able to fix the problem for you or avoid this ever occurring again. Thanks again.

4. When they call with a compliment or praise…

Well thank you. That is very kind of you. It’s so important to us to make sure we are here for you. You can rest assured that we are doing the worrying for you regarding your insurance needs so you don’t have to…Thanks again.

5. When they suggest things you can do or make a comment on how things can be improved…

Thank you. We keep a ready ear for ways to improve on the way we do business and it is people like you whose opinions matter the most to us. I appreciate you sharing that with us and will make sure that we discuss it in one of our team meetings…

6. When they comply with your request for something…

Thank you for bringing in the paperwork we needed for your jewelry. I understand you are busy and realize how tough it can be to get time off of work to bring something in to the office. That is going to help a lot in getting your items protected and to give you peace of mind much quicker than if we had to wait for it in the mail.

7. Whenever they come into the office…

Thank you for taking the time out of your busy day to meet with me to discuss your life insurance needs. Knowing how important this is to so many families like yours, I applaud you for making this a priority for your family.

8. When they wait patiently…and not so patiently…

Thank you for waiting. I really do appreciate it. We don’t take your time lightly and do apologize for the wait…

9. When they do business with you…every time!

Thank you, I really appreciate your business. Knowing that you have many choices, we do thank you for choosing us as your insurance agent.

Courtesy and good manners are the lost social art. It is common place to not be thanked; to not be appreciated and made to feel special. Remember, although each of us is unique and different in so many ways, we're also very similar as well.

To be valued and appreciated is a shared craving and one of the greatest of human desires. So help yourself and others and remember to say, thank you, to your customers when you meet them and transact business with them.

It matters. Just think how much you appreciate it when you, as a customer, are thanked…or not thanked. Fail to give customers what they want and they will go where they can get what they want: appreciation.

Copyright © 2009 - Tony Cefalu