How Do You Tell Your Customers Thank You?

Mar 16

How Do You Tell Your Customers Thank You?

Over Valentine’s Day, I went shopping for a gift. I ended up in Coach and purchased a pair of sunglasses for me, and a wallet for my boyfriend. I had mentioned to the saleswoman that he really wanted something else but it was boring (like a wallet is exciting!). Anyway, we chatted for a bit and I made my way out sporting my new shades … and the gift in hand.

A week later I received a card from Amber, thanking me for the purchases and saying she hoped that the wallet was well-received and that my boyfriend was not too disappointed that he didn’t get what he wanted. And, yes, she mentioned the upcoming new collection of bags that would be arriving in the store (upselling, cross-selling, working it). But she got all the details down in the card — from my boyfriend’s name to mentioning what he really wanted, to the color of the wallet and, that if he preferred the black over the brown I purchased, he could exchange it. You can be sure the next time I want a purse (I was going to say need, but that would be fooling you and me), I will be asking for Amber.

How many Ambers do you have in your organization? And how do you say thank you to your customers?

 

 

5 comments

  1. Mary Neilson /

    Annie,
    Hopefully Larry has a lot of Amber’s in his organization!
    What I have noticed is similar to your experience, of salespeople sending thank you notes,(and not just from Nordstrom.)Last week a household member had a birthday and the car dealership that he bought his car from called to wish him happy b-day (automated), the salesperson called and left a personal voicemail, and later that day there was also a card in the mail. I might add that this wasn’t a recent purchase, the car is about two years old. I think that the economy is tough and it is a proven fact that if you keep your name in front of your customer they will think of you when then want to purchase again.
    Always love to read your blog!
    Mary

  2. amber has got it down!

    i’m a jewelry designer building my customer base by doing trunkshows twice a year. they are also a way of rewarding my most loyal wholesale accounts.

    for each retail client i meet who purchases a piece from my collection i write a hand-written thank you card and send it to her home. i keep her (or his!) information in a file and the next time i am heading into town i send her a personal invitation to the trunk show. hopefully, she will feel the need to add to her carolina collection!

  3. Denise Betts /

    The Ambers are, sadly, few and far between these days. But at my company, you can give someone a “SPOT” award, a monetary award for up to a few hundred dollars, in recognition of a job well done. We run extra lean and mean these day and these awards are not given all that often, so they’re much welcome when they are received.

  4. Diane /

    My husband and I love going out to dinner and it’s always more fun when we walk in and are greeted by name and when they are aware of our favorite seating. I love the personalized attention and frequent places more often that take the time to remember us and our preferences.

  5. It is rare that you get this level of attention to detail but if it was part of what staffs in organisations are trained to do then may be it would be more the rule than the exception – Usually this sort of attention and detail comes from those whose business it is. As an owner myself there is nothing I won’t do, travel half way across the world for a face to face meeting if it’s going to be in the best interests of the business or roll my sleeves up and un-block a toilet if it’s the only way to keep guests happy in the hotel. Unfortunately I can’t say that too many employees believe that ‘going beyond their job description’ is acceptable.

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