Kevin Colbert
CGF, Certified Grumble Framer
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.
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.