GRATITUDE — a best business practice

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You always know when a business gets too big for its britches.

It’s the burning smell coming from a series of unhappy clients. Paying clients, not deadbeats.

  • Complaint letters never get a personal response.

  • Contracts get broken in spite of the “punishment fees”.

  • Worst of all, there is no acknowledgement of an unhappy client who has always paid their bill on time.¬†Now the smoke is pouring out of the kitchen.

 

Failure to delight clients is a business failure.

 

  • On a personal level, I’ve been a client of a growing number of large businesses that have failed to follow the “pillars of delight” as a business model.

  • They have so many clients that they take them for granted. Clients¬†feel like bugs to be squashed when trying to address a real problem or concern.

Customer satisfaction and appreciation is a number one best-seller.

Here are some ways to clearly express appreciation:

  • Offer a reward system for loyal customers. The small gifts are a surprisingly effective way of saying thank you. This could be an extra product or an extra service. Serve the extra five minutes, say, as the extra mile.

  • Take the heat gracefully. Mistakes and misunderstandings happen. Figure out a fair way to compensate your client. This is far less costly than “reverse referrals”.

  • Simply say the words “thank you for your business”. In a world of constant negativity, these words are a day-brightener when spoken warmly and sincerely.

    Take a page from Chick-fil-a. Little things like, my pleasure, create a crowd of loyal fans.

    Thank you for reading this, by the way.

    Perhaps you already have a grateful fan club? Spotlight your happy client stories to breed a circle of gratitude!

    Now that’s a smell that’s warm, spicy, and very attractive.