Thank You – Two Little Words Everyone Forgets

Everyone is quick to complain, and usually for good reason, as people frequently fail to live up to promised standards. It happens with our vendors. We receive goods that are not what was ordered, inferior goods, late deliveries, short-shipped deliveries, we are charged incorrectly or receive the wrong sizes. It happens with employees as well, frequently being late, absent, producing shoddy work or displaying a bad attitude. And it even happens with customers. They are too demanding or they pay late.

But what happens when a vendor or customer or employee performs as promised? Usually nothing. What happens when a vendor, customer or employee goes above and beyond the normal call of duty and performs admirably? Again, usually nothing.

Here is a small suggestion that can go a long way. Learn how to say “thank you.” It will help your bottom line. Pick up the phone and recognize success. Thank your vendors for prompt delivery and quality goods. Yes, it is expected, I know. It is what you ordered and it should happen automatically and should not require a thank you, after all you’re paying for it and all the vendor did is what he is being paid to do, so why thank him? Same thing with your employees, why thank them for doing their job and getting paid for it?

The answer is easy. Showing appreciation is a respectful thing to do. It lays the foundation for greater mutual respect and good service and typically will yield two significant results: It will prompt better response in the future and, when you need extra service, it will typically be given more readily because you demonstrated appreciation previously. It will help your bottom line.

People do not take the time to say thank you, although they certainly take the time to complain. Set yourself apart and say thank you. To take it even further, how about giving gifts for excellent performance? Not just at Christmas, but throughout the year. This single act of appreciation will bring a lifetime of loyalty and support above and beyond the call of duty.

Interestingly, I see many business owners going 90% of the way but failing in the critical areas. For example, sports tickets are typically given out for no particular reason other than because the recipient is a vendor, a customer or an employee. Although it is a thank you gift, why not make it clear as to exactly what it is you are thanking them for doing? A specific thank you for an appreciated service. A general all-purpose appreciation gift is meaningless, a handout. They are usually just given and the opportunity to show real appreciation is lost. You paid the price and did not get all the bang you could have.

I urge the thank you to be done out of pure gratitude, not with ulterior reasons, not with anticipation of a return, but simply to show appreciation and recognize quality service. The return will be there, but your intent should be pure. The Japanese have been giving gifts and saying thank you for centuries and such acts are deeply embedded in their culture. We could all gain from such insight and practice.