In a world that’s moving this quickly, who really has the time to say “please” and “thank you”? We might think that our world is so constantly filled with stimuli, that maybe nobody would hear it if we said, “Thank you”, just a little more often.
It may feel like these tiny, syllable-sized gestures are antiquated or meaningless in our modern day environment. However, this couldn’t be further from the truth. In fact, those precious two little words might be more important now than ever before. Scarcity solicits demand, right? We might be busier than ever before, but perhaps our need to express gratitude is also more prominent than ever. At Simply Done Tech Solutions, we believe this to be true.
Our need to express a heartfelt, “Thank you”, has never been more relevant or imperative, than it is right now.
Despite what you might have been told, this simple phrase is emblematic of a whole lot more. It can make or break a friendship, or even a relationship with your own clients. We are so dead-set on acquiring new clients, we hardly designate enough attention to tell our existing clients how much we appreciate them, and thank them for coming in. Now why would we work so hard to build our practice, market effectively, provide stellar service, and stop short of giving thanks?
A few simple phrases can help you to retain your clients, but even more importantly, create an ongoing, genuine bond of solidarity and trust. I recommend that you make saying the following few sentences a habit. You’ll thank me later:
Thank you for bringing your pet in to see us. Thank you for being a wonderful pet parent, and most of all, thank you for choosing to trust us with your pets health care needs.
This type of response to a new or established client may only take seconds to say, but can literally make a world of difference. Of course, it’s got to be genuine, and of course you’re busy and of course the phone is ringing again. Still, you can’t overlook the importance of gratitude as a cornerstone of building any healthy relationship.
The central point here is this; the effort really matters, because we really matter. Simply taking the time out each day to thank your clients and let them know explicitly of your appreciation and their importance can be surprisingly rare. In this fantastic 3-minute video, Dr. Laura Trice explains the importance of simply saying, “Thank you”, and how this relates to some of our innermost needs.
I used to work closely with a widely respected veterinarian, Dr. Eddie Garcia (no relation, I promise) who would call each and every one of his clients within 72 hours of their initial visit. He would do this with no ulterior motive or hidden reasoning. He would simply call to say “Thank you for visiting our practice. If there is anything we can do for you we are only a phone call away.” He strongly encouraged both positive and negative feedback, in whatever form it came. He would use this feedback to learn about the wants, needs and fears of his clients, and thank them if their visit was sub-par as well. I can hear you asking, “Wouldn’t this level of openness leave him vulnerable to hours of time-consuming critique?” While that’s a fair question, the kicker is this:
- A majority of phone calls were left on an answering machine (well, voicemail box now days).
- People were so excited about the calls they called him back just to thank him for him calling them.
- Garcia boasted a 90% success rate of retaining upset or displeased clients.