We’re constantly inundated with stories of customer service gone wrong. We not only hear about it from the media but also from friends and family that have encountered service failures at local businesses.
But, it is not a common occurrence that we hear the stories of customer service gone right. Sure, we will read about the few instances in which a rockstar customer service agent went above and beyond to make magic happen.
If someone in a customer service role is nice, friendly and provides great service, you usually don’t hear about it.
The second something goes wrong however, you’ll know.
On the customer service business side of things, when the realization and acceptance of the fact that the percentage of positive customer feedback is low, you then have an opportunity to do something a little different when a favorable comment does arrive.
I’ve always been a firm believer that feedback is a gift. There’s nothing like a ripe negative comment to open up your eyes to a whole new perspective and opportunity to do something better.
That said, when it comes to the rare occurrence of positive feedback, what you can do differently is something quite simple yet surprisingly profound:
Say thank you.
When a friend gives you a gift, you typically write them a thank you note. The same can apply for a customer when they share something positive with you. By taking the time to write a personalized thank you note to your customer, responding to kind comments on social media or whatever channels your company uses, you are setting yourself apart from the rest.
But, steer clear of sending automated thank you notes. In fact, this may work in the opposite manner. And, steer clear of using it as another sales opportunity. The goal by sending a thank you card isn’t to get more business but to appreciate the business you have.
3 Creative Ways to Say Thank You to Your Customer
1. Mail personalized, handwritten thank you cards to customers. Use crayons or gel pens. Get artsy! Perhaps have the team create the cards themselves!
2. Create and share a meme or photo that shows gratitude.
3. Create and send a video message of gratitude, like this one Jenny, the NumberBarn Social Media and Customer Experience Manager, made for a customer.
This post was originally published on CustomerServiceLife.com.