After I started calling customers to just simply say “thank you” I saw a huge change in my outlook and my overall optimism about my business. For one, I was making more money through upsells, but I was also building better relationships. It’s important to really understand that the key here is calling your customers. Sending an auto thank you email on purchase doesn’t result in these benefits. Below I go into more details of the benefits of calling customers to say “thanks!”
1. It’s been scientifically proven to improve mental health and self-esteem, reduce aggression, and enhance empathy
Expressing your gratitude on a regular basis has been studied in depth by Robert Emmons, Ph.D., who found that it reduces toxic emotions such as regret, envy, frustration and resentment. As business owners, whether it’s just a side-hustle or a full-time income, we’re in stressful positions. Exercising this gratitude goes a long way in making sure our mind is healthy!
2. Builds better relationships with your customers
Firstly, saying “thank you” is just good manners. But a 2014 study in Emotion went further and found that when you say “thank you” to new acquaintances they are more likely to build an ongoing relationship with you (aka recurring customers). This means when you thank a customer, you’re actually creating new opportunities for yourself and your business.
3. Upselling Opportunities
When you’re on the phone with a customer and you’ve just broken the ice by thanking them for their trust in your business, you’ve opened a conversation with someone who falls within your customer base. If they have bought once, they are likely to buy again. By using the call to build report and get to know your customer better you will have a better idea of their needs and can suggest another product they might like. It’s important not to be pushy, but if the opportunity presents itself, take it!
4. Get Positive Reviews
If you find the customer loves your product, make sure you send them a link to leave a review. It’s common knowledge that positive reviews act as social proof and lead to increased sales. In a recent study, it was found that 70% of buyers consult reviews before making a purchase.
5. Gather Feedback
You should have a set of questions ready, such as “how did you hear about us?”, “did you find the website easy to use?”, “would you recommend us to your friends?” to learn more about your business. Additionally, If you’re on the phone with someone and they say they were not happy with their product, this is your opportunity to make it right. As an online entrepreneur just because a customer didn’t file a complaint doesn’t mean they are happy, it just means they were not bothered to contact you.