Customer Thank You

[Roxanne Langley]

Oh, I've missed my fellow grumblers. Life has gotten into the way the past few months but I'm getting back and you'll start hearing from me more often now.

Received something in the mail today and thought you would like to hear about it. We all look for ways to thank our customers in unique and different ways. Well, this morning I received a notecard from my electricity provider thanking me for my business. On the back of the envelope it said, "Enjoy a cup of gratitude with a double shot of thanks" with a coffee ring stain underneath it. I thought, "okay?" The notecard inside said, "Your grande customer appreciation is ready. And it's on the house." Opened it up and there was a $5 gift card from Starbucks.

I'm definately stealing the idea and running with it for perhaps new clients throughout the year and long time clients at year end. With the card, notecard, envelope and postage I've figured it will cost approximately $5.80 per customer. It might not be something that you send out to everyone but someone that spends "xx" amount of dollars will receive it.

Anyway, thought you might be interested. Maybe I thought it was such a great idea since I was reading it with my Latte in the other hand.

Good to be back,
Roxanne

[Terry Scidmore CPF]

Great idea, Roxanne!

But rather than send them to Starbucks, why not do what one other grumbler did.

He or she said that they have a custom blend of coffee that is put into small bags with their name and logo on the bag, and they send these out to their customers as a thank you. They said the bags were something like $1-$2 each. I can't find the link, but they included the company that does the packaging for them in their post.

We are studying Starbucks in my investment club. One issue that came up is that not every Starbucks accepts Starbucks gift cards.

Starbucks says that they have "independents" that are located in airports, hotels, grocery stores, some parts of malls, etc. and do not have to accept the gift cards.

Company owned Starbucks stores are usually the ones that are on a street. Starbucks told us that a customer should always ask if the particular Starbucks they are visiting accepts Starbucks gift cards before ordering.

This issue came up because two of our members had received gift cards, and both had the cards declined at various Starbucks locations (One in Portland, two in Seattle).

[Val]

Last Christmas I did a Christmas Eve rush job, and the customer sent ME a thank-you card and a $25 Starbucks gift card! I was really touched, still have the card, don't get to Starbucks often, but when I do it's nice to be reminded that I was appreciated.

That's a good point Terry. My step-son sent us Starbucks gift cards from California that weren't honored here, and they wouldn't refund his money. Said we could just go find a Starbucks that would. The next closest one is 35 miles away!

The coffee idea's a good, creative one, but why not a gift card from a local, privately-owned barista, support your local small businessperson instead of the big chains, like we want folks to do for us? graemlins/kaffeetrinker_2.gif

[Bharat Mirchandani]

Support the small businessperson-I like that Val.
You speak for the entire Framer community.

[DTWDSM]

We got one once from someone and the card said "Thanks a Latte"

Thought that was good

[Jay H]

Ummm I'm some of the posts here are from some rather large cities. I'm from a baby city and we have no less than 3 locally owned coffee shops. In fact we just got our first Starbucks about 6 months ago. I haven't been in there yet.

Before you do this please check with a locally owned shop. They will likely work with you as in discounting the gift card or trading work. Also its good will to a company that can actually return the favor (Starbucks can't/won't). If not, what comes around goes around and I curse you with a Michaels next door!

I have done this in the past with a locally owned bar-b-que joint. For about $15 worth of framing I recieved $150 worth of $10 certificates. I used them to help fix a foul up. I think worked well.

[Bill Henry-]

Although a gift certificate for free coffee may be appreciated by most, why not bring them back into your shop?

A $15.00 “Thank You” for your next framing order would only cost you, maybe, five bucks (as much as a free drink at Starbucks), get them back into your shop, and spend more on your business.

[Janis]

Bill, you make an interesting point. I've gone back and forth in my thinking about wondering if the customer feels more "thanked" when giving them a gift certificate to a local latte shoppe rather than for future framing which might just seem self-serving to the customer. Thoughts?

Janis

[Val]

Bharat said "Support the small businessperson-I like that Val.
You speak for the entire Framer community."

Isn't that what we talk about all the time here? Trying to get folks to us instead of the BB's? Do the BB's send thank you cards and Thanks a Latte's"? Noooo. Do they offer you a cold bottled water while you wait? Noooo. Do they let street people come in to cool down for a minute? Noooo. Do they give you a free wall hook when you leave with your (a-hem) framing? Noooo.

My business card and ads say "Family owned and operated". It's kind of my mantra, and many small bus. owners here ask people to "support the little guy, she/he could be you!" A local pharmacist advertises "I'm not only your pharmacist, I'm your neighbor!" when Walgreens and Long's etc are all over the place. He even put in a drive-up window. He does a booming business, and it isn't because his prices are way better.

Instead of Starbucks, like has been pointed out..support your OTHER local business owners, and they will appreciate it and support you, instead of telling their customers to go to the BB. Or having their stuff framed there too. Work together. Works for us in Carson City, Nevada! Why not Anywhere Else?

[KaraK]

At the beginning of the year I sent a 'thank you' to my top 35 customers based on the amount spent in 2005. I made refrigerator magnets (about 1.5 x 1.5 inches) out of small scrap (but pretty!) mouldings and attached 2 tiny super-strong magnets to the back. Put them in a small jewel box from the Container Store and with a handwritten note. It was about 60 cents to mail each one, so the total cost for each was about $2.20. They were a huge hit! (They also sell the magnets at The Container Store.)

[framinzfun]

Kara, that's a neat idea... so you made a frame that had a 1.5 x 1.5 opening? And you didn't chop off your fingers in the process? I thought refrigerator magnets would be a cool thing to do, considering my fridge is covered in them, and I like the idea of a frame magnet... I just wasn't sure if 'normal' people put magnets on their fridge like I do. Did the magnets go over well?

[KaraK]

Customers loved them - and no missing fingers! Oh, and I used Mighty Magnets - siliconed them to the back. Customers loved them... It is a great way to use small lengths of leftover moulding - since each one only takes about 10 - 12 inches...

[seido]

5 bucks only gets you 1 cup of Starbucks burned and bitter coffee anyway!!!

Joel

[Val]

"I just wasn't sure if 'normal' people put magnets on their fridge like I do. "

Kiersten, are you kidding? My fridge is covered in 'em! But then, I hate to think of myself as "normal", so ...maybe not.

I've made Christmas tree ornaments from ornate moulding scraps. No opening at all, just 4 sides with a tiny gold-painted screw-eye on top for the hanger. Give 'em away with the courtsey hangers at Christmas.

[Rick Granick]

Glad I'm not the only one with a fridge covered in magnets, and who thinks that normalcy is overrated.
:cool: Rick
P.S. at Christmastime I send some of my very best customers a jar of Clearbrook Farms gourmet preserves, made by my friend Danny's company.
http://www.clearbrookfarms.com/catalog/index.php

[Janet L]

This year, I've been collecting old chandelier prisms. Will tie big bows of gold and silver on them and give them to my best customers as Christmas gifts.

[Sherry Gray]

We send Christmas cards to our top customers. The cards have a punch out coupon (similar in size to a wallet size photo) for $25 or $50 off their next framing order. They are custom printed with our information and we include a hand written note. No expiration. No stipulations. My customers are amazed, excited and very thankful. The cards cost less than a dollar and are very classy looking.

[Bill Henry-]

Janis,

In addition to the last framer in North America to resist a POS, I am one of the few people on the planet who never developed a taste for coffee. If I received such a gift certificate, I wouldn’t use it; yet, you’re already out five bucks. It would be like throwing money away.

With an in house gift certificate, if your customer doesn’t redeem it, you’re not out a nickel! And, depending upon you CoGS, the perceived value of the gift certificate is way more than your actual cost.

It has been our experience over the years that nearly 15% of all the gift certificates we sell never get redeemed. If you translate that into cups of coffee, that’s a whole lot of latte that gets paid for but never gets drunk.

[Jay H]

Bill you have a point but not every advertisement can be broke down mathematically.

Last week we got a free movie pass from our dentist because we had referred somebody to him. We used it that day and will undoubtedly refer more people his way. For some reason I don't think I would be near as excited if he gave me a "$5 off next teeth cleaning" coupon.

I even remember when I got into a tiff with a garage. They had installed a water pump and 1 year and about 30 days after it went out again. NONE of it was still under warranty but they agreed to pay for the part (which was like 1/5 of the cost). We had to pay the labor which was something like $500. A few days later we got a gift card from Wal-Mart for $100 and a certificate for that garage for $100 and an apology letter. You wanna talk about smoothing over a bad transaction!!!!!!!!

[Bill Henry-]

Jay,

I am nowhere near being an expert on marketing or advertising. Admittedly, I have had some memorable and painful failures in the past years, so, it is difficult (or, maybe impossible) for me to evaluated how effective “good will” advertising is.

Clearly, your free movie tickets has done well for your dentist. My wife, on the other hand, scored three coupons for our local theater, too. But, we can’t find them (she remembers putting them in a bowl somewhere) and she doesn’t remember where she got them either. From the donor’s perspective, that is money ill spent.

And, I agree, a coupon for five bucks off my next teeth cleaning wouldn’t get me too awfully excited. I would probably use it in lieu of dental floss to get that pesky popcorn kernel out of my gums. But, that coupon (unlike a movie ticket) wouldn’t cost your dentist a dime unless it was redeemed.

I don’t have all (or even many) of the answers concerning “good will” advertising. I am, however, just a little skeptical that bringing people “off site” is an effective means of getting people to remember you, and, more importantly, getting them back into your shop.

[B. Newman]

Sorry Bill, but I disagree with you a little.

What's the old saying - "It's the thought that counts"? Our customers know that a gift certificate from us costs us very little, and, that if it is never used it costs us nothing.

On the other hand, a gift, a true gift, even if they never use it, does it's job the moment it lands in the customers' hands. It's not about whether it is ever "redeemed" but the fact that we sent it to them - that we cared enough to purchase the gift and mail it to them.

Now, that's not to say that a gift certificate to our place of business isn't a good idea. I think it's a great idea, (much better perceived than discount coupons - but that's another thread) but just not with the attitude of, "if they don't use it, it doesn't cost me anything..."

Kinda like smiling when you answer the phone - I think a customer can detect attitudes, and that sort of thing.

But then, I could be wrong.

[Jay H]

Well to your point about buying expensive Gift Certificats at face value just to say "thanks" might be a bit foolish. That is actually why I suggested working with a local company and pay drastically less than face value for the certificates.

I don't think it makes sence to buy a mess of Starbucks certificates at face value and send out in a mass mailing!

A local business might have some other options?

[Val]

My husband received a thank you gift from the blood bank for giving blood yesterday. Two tickets to the Reno-Tahoe Open Golf Tournament. He said my receiving blood in transfusions this year was thanks enough, but it was still much appreciated.

I know that's a bit different than thank-you's from our frame shops, but the thought is still there. He would keep going back anyway, without the thank-you, but it's still a nice gesture, to say they appreciate his donations. Yesterday marked 2 gallons for him!

[B. Newman]

I was refering to sending gift certificates to your own store as compared to sending an actual gift from another source - regardless of whether it is a "real" gift, or a gift certificate, or whether it is from a local merchant or a giant chain. And the attitude behind it.

And "mass mailings" isn't quite what we're discussing. At least I didn't think it was. If so, I stand corrected.

[Whynot]

The thank you note that Roxanne received from her electricity company is an exercise in futility because, as much as she may like it, that company will get nothing in return for their notes. It's not likely that Roxanne will increase her electricity consumption or avoid buying electricity from the competition in response of such a cute consideration gesture. Why copy then an ineffective technique, just because it's cute?
In my opinion you need to find, efficient ways to bring new costumers into your shop, not jut cajole the old ones ad nauseam. Thanking your already good costumers in a very magnificent or just original way is overselling them.
The gift certificate is a very potent selling instrument when used as such. As a thank you message it does little good to you and much good to the issuer.
Get creative and change seats! Let others thank their costumers by offering them your gift certificates! Paint and wall paper stores, furniture stores, antique shops, photo studios, you name it, all can use your gift certificates.

[Patrick Leeland]

Cornel is right and wrong. I always like that he resists the norm and goes his own route. On this one I see you thought, but I disagree. I think it is always good to keep your name out there. I am not sure I would put too much money in a thank you card. I might send cards out when I have not seen a customer in a few months in hopes of them remembering me.

The second portion is very smart. I do think this is a good idea. But I will go one further. We all get those money value pack things with coupons that we throw away before opening. Some may due well with these, but not here. I think people need to get their feet a walkin to these places, introduce yourself. Try to get a couple minutes infront of these folks and sell.

This is like cold calling, you will have some success and failure too. Just remember due an area, say one block if there are six businesses that can use your service that is great. If you have a one person shop and are closed on Mondays, go out for 2 hours. Make your route ahead of time and hit it hard, keep time. Keep moving, unless you have the feeling that you hit a big fish.

PL

[Framing Goddess]

What Cornel said.

[David N Waldmann]

Cornel,

In some parts of the USA it is possible to select the Electric Company of your choice, in which case they have a reason to make/keep you happy.

Regarding putting your efforts into getting new customers rather than "cajole the old ones ad nauseam", I would agree that you don't want to go as far as "ad nauseam". However, it is not only easier to keep old customers than gain new ones, but the really satisfied existing ones become your best source of new customers. Of course, that's just my opinion, based on my observation. Your mileage may vary.

[Whynot]

I don't mean to say that one does not need to be nice and send thank you notes. But Roxanne is about to copy a surprising and somewhat costlier method which she can’t afford to use but with her (already) good or best costumers. Those are the costumers who usually get to be cajoled ad nauseam (by remembering their pet's name and birth date if that was possible). Happy costumers will always come back when in need for new framing or direct their friends to you. But they have only that many houses and walls to cover and only that many friends in your area who might use your service.
(Good) costumers may move out, go bankrupt, divorce or die. Without constantly attracting new costumers a business is starving and shrinking. It should be relatively easy and inexpensive to keep happy costumers. The energy and the money must be put into bringing new costumers in, and framers' gift certificates may be answering just fine this exact problem

[J Phipps TN]

Whynot,

I think it gives a happy customer more of a reason to talk about you! Usaully a happy customer will only talk about the local framer when asked where they get their framing done.

But if they receive a nice usable gift in the mail they may be more inclined to say "hey, guess what came in the mail for me" and then say who sent it.

I think it is a great idea and I plan to run away with it.

We are now leasing wall space to artists in a local coffee shop.(my shop is sponsoring the spaces) What a great way to get my best customers in there!!!!

Thanks Roxanne!!

[Whynot]

Jennifer,

I am glad to see you being again certain about the future of custom framing. Your custom framing that is ;)
Don't forget to keep us posted on how successful that thank you latte note may be. I am skeptical, but what doi I know? I might be wrong, and gladly to be so in this case. In small, closed communities bringing in new costumers may not be a valid choice and then working the old customer base is all it counts.

[Patrick Leeland]

It is best to make sure your bases are covered with the customers you already have. When this is accomplished go afer new ones. Now Cornel is upper end, he wont be providing lower end items-that makes sense. But he might find something that customers already buy and be able to gain more ground in that way.

It is all about being active. Go and do it, if you sit and watch you will be watching it all go by.


PL

[J Phipps TN]

Whynot,

I've had a renewed outlook for my future in custom framing!

Those slow times can really mess with your head!!!

We've really picked up and the things we are taking in are encouraging! Also the Artist space leasing thing is really a pick me up!

We hope to be up and flying by the end of the month! Yeah.