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Thanks, But No Thanks!
By
George Hedley |
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Over the last twenty five years, our construction company has built over 500 projects and hired at least 10,000 subcontractors. As I think back, I don’t recall receiving a thank-you note from a subcontractor, ever! For any reason. It seems like the art of appreciation for your customer has become a forgotten art form. Business owners and managers tend to take good customers for granted over time. Companies must think doing a good job is thanks enough. I disagree!
Unexpected Thanks!
Just a few weeks ago, I received an unexpected thank-you note and personalized gift from one of my speaking clients for doing more than I was paid to do. I took some extra time to help them with their company’s marketing strategy. A few days later, a big Fed-Ex package appeared at my office. To my surprise was a gift box filled with six frozen T-bone teaks and stuffed potatoes! A little hand written card from Ronny Jones said: "George, thanks for taking the time to help my business. I appreciate your input and advice."
Wow! I was surprised and impressed. I immediately called Ronny and thanked him for the uncalled for, but appreciated gesture. In his low-key humble way, Ronny said: "Golly, it was no big deal." Guess what? It was a big deal to me! I will always remember Ronny for that small token of his appreciation. He didn't have to send me a gift. He didn't have to write a thank-you card. But he did! And most don't. That sets him apart from the crowd. That makes him special!
Simple little gestures return 1,000%. The next time I have an opportunity to do business with him, I will go out of my way to make it happen. I want to do business with people who care about me, respect my time, and appreciate me. Wow! He really cares about his customers! Do you?
Thank Them!
Want to get more profitable work? Want to make your repeat customers loyal? Want to sell more than price? Want to set yourself apart from your competition? Want to show your customers you care? Thank them! A little thanks goes a long way. Small tokens of appreciation and unexpected thank-you’s get you remembered. Normal holiday cards and gifts are expected and don't give the punch that an out of the ordinary gesture creates. Make it a habit to thank your clients on a regular and unexpected basis.
One A Day Vitamins
My personal goal is to send out one hand written thank-you card to a client, potential client or referring party every day. On an annual basis, my goal is to thank each loyal and repeat customer at least three times in writing. I want to tell them I appreciate the opportunity to do business with them. I want to thank them for letting us be on their team. Occasionally I also send out a small gift of appreciation as well. The key is to do it. It only takes a minute. These notes, cards and gifts work like "One A Day" vitamins. They keep your bottom-line healthy.
Your notes need only be one or two lines long. Short notes make big statements. Always handwrite them including the envelope. I look for top quality, different, interesting, fun or success orientated cards to send out. The more unique the better.
Author's Bio
George Hedley, CSP, ‘The Business-Builder,’ is a business building expert. He is an entrepreneur, business owner, and the recognized authority on how to build a growing business into a company that consistently produces bottom-line results, profits, wealth and equity. He has authored several books including:
“On-Purpose…On-Target!”; “Everything Contractors Know About Making A Profit!”; “Conversations On Leadership” and “The Business Success Blueprint” series.
He founded & built his major commercial construction company from $0 to $50 million dollars in only 7 years! For his accomplishments, George received the nationally recognized award “Entrepreneur of the Year” by Ernst & Young and “Venture” magazine. To date, he has built or developed over 250 projects valued in excess of $500 million dollars, executed over 10,000 subcontracts, and owns & manages over 750,000 square feet of office & industrial buildings. He is currently developing over 70 industrial & office buildings.
George’s expertise is based on his real world experience: Leading & managing great people; owning & running a profitable construction, development and investment company; and, getting things done. His business success is the result of long time, repeat customers, focusing on priorities that really count and management systems that always make a profit. As a founder of multiple businesses, his roles have included CEO, business owner, project manager, field superintendent, estimator, general contractor, subcontractor and real estate developer. George is a graduate of the University of Southern California in Civil-Structural Engineering and has served as President of five industry associations.
Today, along with managing his $75 million construction and development company, George owns HARDHAT Presentations presenting keynote speeches and workshops to companies and associations. His ‘Profit-Builder’ Programs include topics on Building Leaders, Building Profits, Building Customers, and Building Wealth. He also holds in-depth 2-day ‘Profit-Builder Circles’ for business owners. In addition, George has earned
a Gold Microphone award and the prestigious ‘Certified Speaking Professional’ designation from the National Speakers Association.
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