Tap the Power of Thank You

culture counts customer service reduce team turnover teamwork thanksgiving work culture work positive Nov 19, 2023

There may be only one day a year devoted to giving thanks, but expressing thanks year-round and doing it well is one of the most profitable culture strategies you have.

Numerous studies reveal that when you thank your customers, they spend more money and tell their friends about the exceptional service and products you deliver. Volumes chronicle how employee productivity zooms when appreciation is expressed. Vendors go the extra mile to extend credit and deliver "just in time" when they hear gratitude regularly.

Giving thanks works at work.

But you're already doing more with less. The last thing you want is another item on your to-do list, right?

So what are the most effective and efficient ways to express gratitude to these important players in your positive work culture?

Implement these 4 tips today to develop the profitable habit of saying "Thank you" to your customers, employees, and vendors year-round:

Be specific in your thanks.

First, be specific in your thanks.

It's one thing to say, "I appreciate you. Thanks a lot." That's a soap-bubble comment. Pretty while it lasts, but gone in seconds.

When you thank them for something specific, that's Velcro. That's a thanks they remember because it sticks. You hook your gratitude to something the employee did. For instance, an employee just handled a difficult phone call with a customer really well. Thank them for that specific activity.

Appreciate the process.

Second, appreciate the process. Target your appreciation at what the person did.

Let's go back to the worker who took the phone call. Avoid telling the employee, "Thanks for helping us keep that customer." That's just an outcome that benefits you.

Instead, say, "I like how you hung in there when that customer was being difficult. You were really patient and respectful." Give thanks for their doing something that was an extra-mile effort. Recognize the above-and-beyond work.

It's about them, not you.

Third, it’s about them, not you. Showing that you know something about them is incredibly valuable. Connect your gift-giving with life beyond the business walls.

If a vendor became a Grandpa, give him a copy of "Goodnight, Moon" to read to the little one. If an employee's mother died of breast cancer this year, make a donation to the American Cancer Society in her name. Such intimacy breaks the relationship ice in a transformational, not just transactional, direction which is the game-changing pathway to a positive work culture.

Go old school with your thanks.

Finally, go old school with your thanks. In this pixelated world of emails and texts, LinkedIn messages and DMs, the simple and quick act of writing a handwritten expression of gratitude goes a long way. There's something special today about a handwritten note.

I keep a stack of cards and envelopes with me to write thank you notes in flight when returning from a workshop or coaching session. It takes about three minutes per card. You create return business when you take pen in hand and write, "Thank you," to your customers. Just say, "I know you could do business with others, but you chose us. Thank you! We treasure our relationship."

Implement these 4 tips, and your work culture says "Thank you" back to you as you positively connect people and profits year-round.

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