Business Strategy Consulting: thank you
last week i had to make a visit to a new doctor. my last chiropractor – an old school guy who really knew how to crack your back (I’m talking “Jacob’s Ladder” kind of cracking your back – if you saw the movie you know what I mean) retired and so I had to start with a new one.
Turns out, he’s a good guy, and he knows what he’s doing.
Lo and behold, about 7pm that evening, he calls me up to see how I’m feeling and whether or not his treatment provided any relief (it did).
This little follow-up phone call, is a virtual relic nowadays. It’s the lost art of post-purchase “thank you,” and it’s gone the way of the 8-track tape and the walkman.
Not too many people are thinking about this anymore. It seems the dominant mindset is to get the money… and then forget about your customer. Like if you stick around, something’s going to happen to you or something.
And not only is this rude (Didn’t your mom teach you to say “Thank you?”), but it’s also pretty stupid, since the first dollar you earn is generally the hardest dollar to get. After that — as long as you’ve done everything you promised and then some — getting repeat business is a cinch.
Yet, I can’t remember the last time, before my doctor rang me up, that someone actually said “thank you” when I bought anything.
Try it sometime. “Thank you” goes a long… long… way. When you actually say it.
Now go sell something, Craig Garber
P.S. Think “Thank you” works well? Then get ready to be blown away when you discover “How to get as many as 98.4% of your customers to pay you MORE money!” starting on page 159. Even if you only increase your sales by one-tenth of these results, that’s still a LOT of money you’re leaving on the table right now, isn’t it?
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