Another "canned phrase"

Kevin Colbert

CGF, Certified Grumble Framer
Joined
Dec 29, 2004
Posts
122
Loc
Naperville, IL
I was listening to one of my salespeople wrap a sale and was caught by a polite but casual reply she made to the customer’s “Thank you.”

She replied “You’re welcome.”

I try not to but in, but I couldn’t resist. I said to the customer “No, thank you. We appreciate the business.”

He looked at me with a bright look on his face and said “You know, I really appreciate you saying that. I was just at the paint store and spent several hundred dollars. When I said ‘thank you’ to the clerk, he just said ‘you’re welcome’ and I felt like he didn’t care at all. It seems like there is no appreciation for the customer any more.”

Now every employee I have is trained to reply “Thank you. We appreciate the business.” whenever a customer says thanks. It may be a small thing, and it may even be questioned by your employees as to why it is so important, but it will set you a step above other businesses. And that is what makes you successful.
 
Kevin - you are so right! I am going to incorporate your "We appreciate your business" into my vocabulary from now on! THANKS - I appreciate your input!
 
you know those are often the two most overlooked words these days in business... best of luck with your venture.

best regards,

dave moen
 
Kevin, thanks you for the Tip, I really appreciate it.
 
Kind of related: we always refer to the people who walk through our doors and do business with us as "clients" instead of "customers" -- I think it makes the client feel more special and appreciated, and infers that we're in it for a long-term relationship with them. :D
 
Tim, thanks for reminding us all of just how simple it is to let our "clients" know we want and appreciate their biz. I went to a client's home yesterday afternoon to get a feel for the area where she wanted 37 framed pictures to be hung. (All family photos) This particular customer told me that I was the first framer that had ever shown enough interest to visit the "job site". Not only did I get this particular job, but I also left with several more pieces that the mats and glass needed to be changed-out on. Two of her family members stopped by while I was there and also commented that they didn't know a picture framer would make "house calls". We all need to remember that in this day of aggressive "sales", the extra steps and right wording can make a huge difference in our daily totals.
 
Hi Kevin-Pat Croce writes in his column how we have lost a lot of the simple civility; things like greetings that are genuine and saying goodbye to clients leaving the store.

Little things that you would say to a friend with meaning are just as important to say to clients. The sincerity is the key

Just as you said it with conviction and made an impact; saying it without conviction also gives an impact-a bad one.

Good points are always worth repeating, aren't they
 
Bob,

I couldn’t agree more with your sincerity point. While it cannot be programmed into people, it can be modeled.

There is a simple civility called a servant’s heart. Attached to it are many well-known phrases like “Pride goes before the fall;” “The bigger they are the harder they fall;” and “Humble yourself or you will likely be humbled by someone else.”

I prefer to simply keep a servant’s heart. Most of the details fall into place when I do, and when I don't, I tend to find myself unweaving a web I wish I were not in!
 
It seems like "Thank-you" has been replaced w/
"There ya go"
at a lot of retail establishments - - - How would you respond to that?
 
Consumers will always make decisions based on comparisons. They will pick the best they can for the money they spend. When the competition falls down, it is easier to be better than them. At some point though, it isn't good enough to be better than those who stumble and fall. I would rather they do it right.
 
As a customer at various times, I seldom thank the person I'm paying for something I bought, or a service rendered. They hung out their shingle, hopefully to make money. If any thanks are due, it should be from the person getting paid. Even though a lot thank the payee out of habit. "Thank you for fixing my transmission!" "You're welcome. That'll be $1500.00, plus tax."

Even a doctor or a lawyer (I've never employed an Indian chief...) is getting paid by his patients/clients. They often take a rather imperious attitude, when they should do as framers do: Do their job and thank the CUSTOMER who could just as well have spent his money elsewhere.

My doctor always says, heavily accented, "Appreciate you coming in. Hope you feel better!"
There's an old doctor joke that fits a lot of business-people as well: "What's the difference in God and a doctor?"
Answer: "God doesn't think he's a doctor!"
 
Originally posted by Kevin Colbert:


There is a simple civility called a servant?s heart.
Kevin, I recently took a class on "Servanthood Leadership." It's amazing the amount of "servant attitude" that goes into true leadership.

When I read your post to start this thread, my first thought was, "well, that's common knowledge." (forgive me) But the more I've read, and the more I've observed people this past week, the more I see that maybe it is not "common knowledge."

I can't get over the number of times I've thought "well everybody knows that" only to find that no, not everybody does know that.

(Please don't anybody take this to say that I know everything. I certainly don't.)

I think it's just that when "we" know something, we expect that everybody else would know that, too.

I guess we gotta remember, no they don't... (I think that's part of the "servanthood" thing as well!)

Betty
 
Along with a sincere "thank you", I usually add, "enjoy it !" or a similar variation. After all, that's what this is ultimately about. Many people also appreciate a handshake as an expression of a "nice doing business with you" sentiment. Sometimes I even get hugs from favorite longtime clients.
:cool: Rick
 
One of the things that raises the hairs on the back of my neck is uh Huh. My parents taught me to have manners, and I usually try and remember those lessons. Thanking someone for providing a service, whether I pay for it or not is just manners. Saying something like "have a great afternoon" to someone who has given you good service will hopefully give them a little smile. Too have them answer either with Uh Huh makes me wonder what their parents taught them. It seems to be coming more and more part of everyday speach, AND I HATE IT.....oops sorry I yelled :cool:
James
 
Betty,

I agree that these posts are obvious to many. I like to get them going though because (if I might use a well known phrase) the difference between ordinary and extraordinary is just a little extra.

I think the secret to good business is really no secret at all. It is simply practicing the good things we already know in a consistent way. I like the input people give because it reinforces the good thing we are doing, and because there is always another way to make the ordinary extraordinary.


Rick,

What a great point about the “enjoy it” it is a wonderful reinforcement of the decision they made when they paid for it.
 
What I probably said badly, was that I think the BUSINESSMAN/WOMAN should be more effusive in expressing their gratitude to the customer for giving them work to do.

Down in this part of the country, "Come back and see us, now! 'Preciate your business!", is an often-heard phrase.

One old fella that ran a service station's parting words were, "Come back to see us. Don't EVER forget us!"
 
Wow, that gets right to the point, doesn't it?
How 'bout, "Set a spell, take your shoes off...Y'all come back now, heah?"
:cool: Rick
 
We notice when some one truly appreciates us. It only stands to reason that our clients notice when we appreciate them. Thank- you for the thought's.
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Danny boy
 
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