Two Words That Define Success: Thank You
The simplest way to keep your clients coming back again and again
The words we use make a big difference in the communication process with prospects and clients. This process builds trust and helps people feel both safe and confident about conducting business with us.
There are two simple words that show up in our vocabulary more often than anything else:
“Thank You”
How often do we say “Thank You” in a day? Week? Or month?
If you really try to stop and think about it, more likely than not, you’ll lose count.
Whether it’s thanking someone for holding the door out in public, aiding in a transaction at the store, or thanking the waiter for the delicious meal they served, it’s safe to say that “Thank You” is a staple phrase built into our vocabulary.
But out of the hundreds of times we’ll say Thank You during any given week, how many of those times are we present or conscious of its message?
It's easy to lose track of the meaning of these words and phrases that are so rooted in our day-to-day vocabulary. These niceties get taught to us when we are kids as tools to help us be polite and accommodating within social interactions. Phrases like “Thank You” or “I’m Sorry” have an important and potent purpose when used with intention, but by the time you’re a grown adult, more often than not you’re just mindlessly thanking people without really being present to the potency and power of this acknowledgment.
Through working with business owners and entrepreneurs spanning all across the country (and being one myself), I know how crucial customer engagement and retention are to a business.
When I conduct an assessment of someone’s business, I will look both at their long and short-term goals, as well as their current market strategies and financial standing. I also evaluate how these businesses train their employees, and how they follow up with their clients.
I must say though that in my 40 years of experience working with businesses large and small, the key to building and retaining customers comes down to your communication skills. The way you communicate with your prospects and clients sets the foundation for all of your future interactions moving forward.
From the get-go, the way you communicate sets the tone for the relationships you are building with clients. Are you speaking consciously and with intention? Or are you just mindlessly using filler words and phrases to get from point A to point B with a client? Or are you truly listening and digesting their perspective, and responding from this place of true and meaningful contemplation?
When it comes to building trust and loyalty with a prospect or client, I like to use the “Know, Like and Trust” process. To put it simply, these are three energetic phases of building a relationship with your client, and they play out seamlessly when they are properly implemented.
Phase one is where we share a bit of personal information about ourselves: where we are at in life or in our business. This is so that the client gets to know something about us, rather than the interaction being entirely one-sided. Studies have proven that being vulnerable or open, even when it’s about something that we would personally consider a “flaw”, actually makes the other person more drawn to you.
From here we have already moved right into the like phase. People appreciate authenticity and being able to level with the person they are conducting business with.
Once a client has gotten to know us, and through that began to like us, we seamlessly gain their trust. This trust is the foundation of all interactions moving forward. Once the client knows they can trust us, we will ultimately get the results we desire. Which in this case, would be an investment in the product or service we have to offer.
This is what I call a strong communication funnel. Once this funnel is created, these same clients who now know you, like you, and trust you, will be sending people they know, like, and trust in your direction! Thus opening up even more doors for you and your business.
Saying “Thank You” is a really key part of this process. This is the way we can not only show our appreciation to a client for taking the time to hear us out, but also this is a great way to demonstrate that we see, acknowledge, and hear this person. We hold space for them and are grateful for their business. Never underestimate the power of a “Thank You”, just as we should never underestimate the value of a prospective client.
If you are noticing a lack of trust between you and your prospects and clients or a lack of customer retention, then it’s high time to assess your communication funnel and strategies.
DM me and let’s have a conversation, it’s time to start building that foundation of trust!
Thank you for taking the time to read this blog. Not only is your attention greatly appreciated, but YOU are greatly appreciated!
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