In this Article
- 10 Unique Ways to Respond to Appreciation from your Customers
- Send a personal note
- Donate to causes that are important to your customers
- Every day, educate your community
- When customers go above and beyond, pay attention
- During a difficult time, provide a free service
- Make time for one-on-one conversations
- Make a thoughtful present
- Make your service unique
- Customers should be contacted
- Support their passions, careers, and businesses
- Creating a strategy for customer appreciation
- Frequently Asked Questions
Even if you've heard something repeatedly, you might not know how to respond. It's difficult to know how to accept praise. This is especially true when you're just going about your business. These standard responses can help you figure out what to say when someone thanks you for your service.
10 Unique Ways to Respond to Appreciation from your Customers
1. Send a personal note
People nowadays only send handwritten notes for serious occasions, thanks to texting and social media. Perhaps you'll get a thank-you note for a wedding gift you gave a friend, or a condolence note after a family member passes away.
Given that email is the primary means by which businesses communicate with their customers, it isn't always a meaningful way to express gratitude.
Instead, take out a pen and paper and write a sincere thank-you note. When someone receives happy mail, the joy they experience is as tangible as the paper in their hands.
Make sure to be specific about what you're grateful for and open about how much it means to you personally. At the end of the day, businesses are made up of people; emphasizing how their presence affects you, not just your business or company, is especially important.
2. Donate to causes that are important to your customers
You should try to thank your clients before the holidays. Instead of giving a gift, you could make a donation in each client's name to a charity that shares their values and vision. It brings them more joy than personal gifts.
Customers who want to buy your products and services will appreciate knowing how far you'll go to ensure it counts.
3. Every day, educate your community
It's easy to forget how much knowledge you have when you're really good at something. One of the most rewarding ways to express gratitude is to educate customers. It's better if you can be more inventive.
Consider sending an educational video to your clients with some tips for leash training their dogs if you're a dog walker. Collaborate with a local chef on a cooking class and wine tastings if you own a wine bar. Don't underestimate your knowledge; your customers will appreciate it.
4. When customers go above and beyond, pay attention
Have you ever had a phone conversation with a customer who was exceptionally nice, courteous, and attentive? Did this one person's positivity and graciousness reset your day, no matter how many difficult customer issues were in line that day?
Or perhaps someone wrote in with such a detailed question that you already had all the information you needed to fix it?
When that happens again, thank them for their kindness or diligence. It will not only help you keep the warm and fuzzy feeling, but it will also brighten their day.
5. During a difficult time, provide a free service
When the effects of the coronavirus and social isolation became apparent, some businesses went above and beyond to assist people in adjusting to a difficult new reality.
For example, Loom decided that their shareable video software could help organizations and schools collaborate remotely — without profiting from a global pandemic.
They decided to remove the recording restriction from their free plan, more than double the length of paid product trials, and lower the price. Furthermore, any students or teachers can use their paid plan for free.
Offering more for less when people are in a pinch — or, in this case, a devastating global calamity — is a clear way to say thank you.
6. Make time for one-on-one conversations
People, in the end, want to be seen and heard. Engaging them in a video chat or, better yet, in-person conversation is a fantastic way to express your gratitude for their daily support.
Rather than going into the conversation with a predetermined agenda, inquire about their experiences with your company — and beyond. Understanding the bigger picture of their lives strengthens your bond with them and ensures that you can better assist them in the future.
Take advantage of work travel if your company isn't based in a specific location. When attending a conference or meeting in a new location, look to see if any customers are nearby and make an effort to meet them in person.
7. Make a thoughtful present
Yes, many businesses provide swag to their customers. A thoughtful gift, on the other hand, is a different kind of thank you. The gift can be related to your business or completely unrelated to what you do on a daily basis for your customers.
Let's say you own a coffee shop and one of your regular customers stopped by before leaving town. You could offer them a cup of coffee and their favourite pastry, both of which are complimentary.
You could also get them a to-go mug or a gift certificate to another independent coffee shop in their new city.
There are also non-business gifts you could give them, such as a book about their new city from the shop next door or an offer to introduce them to a friend who lives nearby.
The most important aspect of a gift is that it is personal and aligns with the values of your client. Don't give them a leather bag or honey from the area if they're vegan.
And whatever you do, don't make the mistake of thinking that the value of the gift to your customer is proportional to the amount of money you spent on it. That is not correct. The amount of thought you put into the gift is far more important than its monetary value.
8. Make your service unique
A user mentioned in a customer service thread that their restaurant frequently takes the time to ask customers a few questions about themselves before serving them.
They then create a unique dessert plate based on the customer's preferences or anything noteworthy about them.
9. Customers should be contacted
Following up with new customers can be extremely beneficial when it comes to navigating the onboarding process. However, there are far more inventive ways to follow up with customers than sending an auto-responder email.
Employees at Bark Park, a doggy daycare centre, write an updated card for customers detailing how their dog has been doing that week, and the reports are written from the dog's point of view!
This unique approach to checking in with customers is ideal for this type of business. I know a lot of people who treat their dogs as if they were children, so receiving a card like this puts their minds at ease and makes the company stand out in a unique way.
10. Support their passions, careers, and businesses
Mutual relationships are the best. Support your customers who run their own businesses, ventures, or side businesses whenever you can. Purchase their products or services as often as possible, and participate in their initiatives.
Every day, your customers show up for you, and nothing will make them happier than you showing up for them and their work.
Creating a strategy for customer appreciation
You're ready to develop a more formal customer appreciation strategy now that you have a bunch of ideas for how to thank your customers.
Sit down with your team and brainstorm all of the ways you can express gratitude on a daily basis. Prepare a budget for any gifts you may give, as well as examples for team members and a customer appreciation week strategy.
You'll want to establish guidelines for each of the customer appreciation ideas you've prioritized, while also allowing team members to adapt to changing circumstances. Begin small. As long as you keep saying thank you, you'll be able to devote more time than ever to delighting customers.
Frequently Asked Questions
What exactly is customer gratitude?
Customer appreciation is the practice of thanking customers and making them feel seen, heard, and valued. When you express gratitude to customers, you create a positive momentum that will propel you both forward.
Businesses can strengthen customer relationships by thanking them every day, which leads to higher retention and referral rates.
Why should you react to positive reviews?
Positive feedback reveals who your biggest supporters are. These are your company's promoters: people who gush about your company and want to tell their friends about it.
These are also the people who will come back to your business again and again, which is important given that attracting new customers costs nearly seven times more than keeping the ones you already have.