Take A Minute With Tim - Reviving The Lost Art Of Expressing Gratitude

I'm looking for gratitude in all the right places. Finding it has proven to be a challenge.

Gratitude, gratitudo, gratus . . . choose your point of origin.

The point is to express appreciation for the choices being made throughout society.

Over the past several months, we have chosen small businesses to paint our house, re-upholster our furniture, re-wire our garden shed, service our vehicles, and help us find a new patio door.

Each decision was the result of mind-numbing research across an endless array of options.

Prices were compared, references reviewed, and finally, selections were made.

In each circumstance, the service providers performed with a sense of urgency and delivered results in an efficient and timely manner.

That's it . . . and the reason we'll question whether partnering with or recommending these businesses moving forward.

Why? Because customer service is a shared experience.

No customer, no service, no business. Period.

Gratitude Is A Two-Way Street

I'm grateful when someone's talent and experience results in desired or necessary upgrades, repairs, and maintenance to our home or prized possessions.

Can you do me a favor and show some love in return?

I'm not counting all the scripted "Thank you for staying, dining, or shopping with us" that support fulfillment of a service standard or behavioral objective.

Embracing a gratitude mentality intuitively connects process and emotion, both necessary to truly appreciate the value of an experience.

As a small business owner, I know firsthand that you're grateful for the business. You visualize the next opportunity and pray that it won't be too long after your last.

When the phone rings or email alert comes through, you thank the heavens for opportunity, but never quite get around to expressing appreciation to the person who chose you: your customer.

Instead of limiting your vision to the opportunity, try to visualize what it means to build a loyal relationship.

Begin by recognizing mutual trust as the cornerstone for any healthy and loyal relationship.

One of the most effective ways to establish trust is by consistently and openly communicating sincere appreciation throughout a professional experience.

You not only strengthen your commitment to the present but also build confidence in future projects or potential partnerships.

It's Just An Expression

What bothered me most about the highlighted opportunities was the almost intentional absence of a final gesture of appreciation. There was no follow-up connection to gauge our satisfaction or solicit feedback.

Once the check was exchanged, the relationship was over.

That's sad.

Additional qualities important to a healthy and loyal relationship include vulnerability and humility.

It may not be instinct for someone to solicit critique. Begin with humility and commit to making yourself open and vulnerable to review.

This is a learned behavior that will become second nature over time. Soon, growth based on what you glean from each new experience will increase almost exponentially.

Plus, the goodwill you establish will be inspiring . . . not only to you, but also your customers.

Manifest your post-project gratitude in a simple email, text, phone call . . . or something more meaningful such as a handwritten note.

Speak from the heart and express how much you value each individual client, guest, customer, patient, etc.

Then expand this approach to everyone in your circle – team members, peers, family, those providing services on your behalf, etc.

Gratitude Up!

I'm on a mission to revive the lost art of expressing gratitude.

We'll begin by reviewing what truly matters most in a customer service relationship:

Every experience begins with an element of Choice.

Understanding why a choice was made establishes Expectations.

Commit to meeting expectations.

Exceed expectations to create true and lasting loyalty.

Expressing gratitude is the "Litte Extra" that helps separate ordinary from the extraordinary.

Will you join me?

Thank you in advance . . . it'll be the best choice you'll make this year.