JoAnna Brandi, often called the “Customer Care Lady,” has 20-years experience helping create more positive, customer-caring companies that thrive, where employees are motivated, customers are loyal and competitors are nervous. She's the publisher of the Customer Care Coach®, a ten session self-study customer care leadership program, and Monday Morning Motivation, a weekly focused “self-talk” for people who care about their customers.
JoAnna is a consultant, well-regarded public speaker and author of two books on customer loyalty: “Winning At Customer Retention: 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back” and “Building Customer Loyalty: 21 Essential Elements in Action.” She’s been delighting people worldwide with her biweekly “Customer Care Tip” for over 15 years. JoAnna is a practitioner of applied positive psychology and an “Authentic Happiness Coach," bringing the teachings of the new “Science of Happiness” right into the workplace. She's currently working on a new book, “The Feel-Good-at-Work Factor.” She's also a founding member of the Positive Workplace International.
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It’s a nice time of the year. Despite the hustle and bustle — and for retailers, the craziness and the opportunity to "get in the black" — there's a warmness, a softness and a kindness that wants to express itself. Yes, I know that sounds mushy, but bear with me.
There's a natural inclination this time of year to want to share, give and express our gratitude. Therefore, I can't think of a better time for businesses to do the same. How many ways can you express your kindest and most caring thoughts to your customers? Oh, so many ways.
Consciously and deliberately say a sincere “thank you” two more times in every customer interaction. That could sound like “Thanks for stopping in today” or “Thanks for your patience; I know the line is long.” Others to try include “Thank you for choosing to shop with us” or “Thank you for bringing that to our attention. We appreciate your feedback; it helps us to serve you better.”
When I get up in the morning I make this declaration: “Today it's my intention to look for and find things to appreciate.” What if you did that, too? What if you, as a manager and leader, started the morning like that with your team? What would you find all day long?
Yep, things to appreciate.
Once you find them, comment on them with your internal customers as well as your external ones.
Every time you say a sincere “thank you,” you give the gift of appreciation. American psychologist and philosopher William James once said that appreciation is the deepest human need. How many times a day can you fill that need?
Say thank you on your invoices, on your shipping boxes, inside your shipping boxes, on the phone, on your order forms, on your website, on your credit application, in follow-up communications, etc. Let your appreciation for their business flow.
Step up. Be aware. Pay attention and look for opportunities to make this season a kinder, more caring holiday for everyone. Build the “emotional bank account” with your customers. You’ll be glad you did. The best route to increased happiness is through gratitude.
So, remember at the end of your busy day to look for three positive things that happened to you that day, and write them down before you go to sleep. The mere act of scanning for the positive will train your brain to look for things to appreciate. Simple, easy, cheap and fun. And yes, it will ultimately help you express your gratitude to your customers!
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