Legal Research

"Guest Writer: Gratitude - A True Measure of Your Service Warmth"

Posted  by John Patterson: "'Thank you' are the two most important words in the English language. Yet, how often are you served and end up the only one in the equation doing the thanking? It is always important and never more so in today's tough economy to make sure customers know unmistakably that you never take them for granted. If all your customers exited tomorrow (which they certainly could), how well would you fare the day after tomorrow?

The goal of an effective "Thank You" is not simply the expression of a statement but rather the conveyance of a feeling. We have all been on the receiving end of "thanks" knowing there was little sincerity. Thanks means communicating gratitude in a fashion that makes customers feel your authenticity. Most customer relationships don't end in dispute; they wither away from disregard and neglect. Remember: customer relationships are fueled by affirmation, attention and care which are critical elements of service warmth. Also remember most customers do not feel obligated to let you know they are unhappy much less they are leaving! Research tells us that only 4% of disappointed customers will even bother to complain!...

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Source: Service Untitled, 10 September 2009

Full post as published by Stark County Law Library Blawg on September 16, 2009 (boomark / email).