Customer care is your first priority

Eight times when you should say …
"Thank You" to your customers

Customers are the lifeblood of a sales company—for without customers, future prospects cease. Customers do more than purchase a company's products (and that in itself is extremely valuable).

• They present "call-back" opportunities for add-on sales.
• They give excellent referrals for future appointments.
• They tell other potential customers about the service and value you are providing them.
• And, they are prime candidates to be recruited into your organization as independent consultants.

Therefore, it is important that you tell your customers "thank you," especially at eight critical points in your relationship. These are:

1. When they do business with you —
   Tell them "thank you" when they make their purchase and tell them "thank you" again when they accept delivery of your products.
   
   
2. When they compliment you or the company —
   Tell them "thank you" and do two things: Ask for referrals and begin your "Opportunity Talk."
   
   
3. When they offer comments or suggestions —
   Tell them "thank you" because this shows that you are listening and have heard what they have to say. It shows you value their opinion. As a company, we are always eager to hear new ideas. If a customer's suggestion is good, we'll discuss adding it to our company sales program or product line.
   
   
4. When they try a new product or service —
   This will happen during your call-back. When they purchase add-on items, tell them "thank you."
   
   
5. When they recommend you to a friend, relative, or co-worker —
   Since this is the highest form of compliment you'll ever receive, it's very important that you tell them "thank you." And remember, timeliness adds to your sincerity. Tell them "thank you" as soon as possible.
   
   
6. When they are patient —
   Tell them "thank you" because you are acknowledging and encouraging their patience. It tells them you have noticed and value their time. And when they are not so patient, tell them "thank you" because they need to know you recognize the value of their time. They'll respond by becoming more patient.
   
   
7. When they help you to serve them better —
   Tell them "thank you." Some customers are always prepared. They have at their fingertips all the information you'll need to complete the contract. When they make your job easier, tell them "thank you." When they respond promptly to your service call—back, tell them "thank you" because this allows you to make better use of your time.
   
   
8. When they complain to you —
   Tell them "thank you." Customers who tell you they are unhappy are really trying to give you a second chance. Acknowledge their complaint because this shows them you care. If you can solve the problem, do so and tell them "thank you" again. If their problem requires the company's assistance, tell them "thank you" and promise to respond as soon as you have an answer.

These are all simple ways to show your customers you understand them. Saying "thank you" to your customers at these eight opportunities will create a sense of trust in you, in our company, and in our products. You will benefit and your customers will show their appreciation.

Six signals customers want to hear

Customers, like you, perceive their time as valuable. They want you to do your job—and they're eager to assist if you show that you respect them. More sales are made by independent consultants aware of these six signals.

• I will not waste your time.
• I know who you are.
• I am well organized.
• I know my products.
• Here is my most important point.
• I am finished.

Understanding these six signals means that you have consistently trained yourself and that you are genuinely interested in your customers—and they recognize the valuable experience you are sharing with them.

Your career as a our company independent consultant will bloom by making sure you heed the six signals.

Article ghostwritten for sales manager of international durable consumer goods direct marketing company.