The timeless thank-you note remains one of the most effective and cost-efficient ways to let customers know that you appreciate them. A thank-you card increases customer loyalty, boosting your company's ROI and bottom line. In today's digital world, a handwritten note really stands out, giving your company an edge over the competition. What you say and how you say it can make or break your thank-you notes.
Write Specifically to the Customer
Writing the same generic thank-you note to everyone may save time, but it's not nearly as effective as writing personalized notes. You can start by addressing each customer by name. This goes a long way in making them feel special. Next, say thanks, and explain the reason for your gratitude. For example, you can say that you saw that they purchased a specific product or subscribed to a service. Next, you can say something about why you appreciate their business, or that you're hoping they're enjoying their purchase. The goal is to drive home the point that this is a personal message, not a form letter. Finish the note by saying "thank you" one more time, and then closing with the sign-off of your choice and your name.
Use Attractive Stationery
Your goal is to brighten your customer's day, so don't use boring white paper. Presentation is key. Use note cards with a design that grabs the eye. The customer might want to hold onto the card and even display it. If possible, try to find a thank-you card with a theme that's relevant to your business. For example, if you own a dog-walking company, a card with an image of a cute dog would certainly be a hit. Go that extra mile to give a thank-you note that genuinely makes your customers smile.
Include a Branded Gift
While it may not be financially viable to include promotional gifts with every single thank-you card, the occasional freebie really goes a long way when it comes to customer retention. One effective approach is to keep track of customers that spend more than a certain amount, and give them thank-you gifts. Another option is to select only your most frequent shoppers. For instance, a small flashlight or calendar would be a great gift for someone who places an order every month or so, and a hat or tote bag could be a nicer gift for someone who shops on a weekly basis.
The Pen Matters More Than the Penmanship
Don't worry if you're not exactly a calligrapher. As long as your handwriting is legible, the customer is going to be happy. The whole point of a handwritten thank-you note is the human element. As long as the customer can read what your note says, don't worry if your chicken scratch isn't beautiful. What does matter, however, is the pen that you use. Never use a red pen – the red ink is associated with mistakes and corrections, and it could come off as harsh and loud. Your best bet is to use standard black or blue pens. If it fits your company's image, you could also use pens with fun colors or sparkly ink. Those types of pens wouldn't work for a law firm, but they'd be perfect for a bakery.
Add a Coupon or Loyalty Card
A thank-you note is always a pleasant gesture, but sometimes money speaks louder than words. If you really want to show your customers that you appreciate them, include coupons or loyalty cards with each note. Loyalty cards are a great long-term customer retention option because they encourage customers to continue purchasing items to reach a reward. Coupons are a more immediate incentive that encourages them to shop now. You may lose a little bit of money initially, but in the long run, customer loyalty is the key to profitability.
Now that you know how to write a thank-you note, all that's left is to get started. You may find that the easiest approach is to include a thank-you note with every order. However, sending out cards a month or so later can have a stronger impact. Keep a database of your customers' information, and keep track of which customers have already received cards. One card is a treat, but multiple cards can quickly turn into junk mail. Stock up on supplies now so you're always ready to show your gratitude.
