Customer Experience

The Importance of Gratitude in Customer Service

One of the world’s most underrated qualities goes a long way when it comes to serving customers.

Source: Wavebreakmedia / iStock / Getty

After you’ve made a big sale or around the holidays, you probably thank customers or send them a nice note. But you don’t have to wait for these major milestones to be showing your appreciation. In fact, you shouldn’t be—your company customer service culture should have an attitude of gratitude every day of the year.

First of all, you should be thanking customers because it’s simply the right thing to do. Your business wouldn’t exist without its customers. Showing your appreciation shows how thankful you are that you’re able to be in the business you’re in in the first place.

But having gratitude for your customers will also have major financial benefits for your company.

When customers feel like you’re grateful for them, they’re …

More likely to buy: Customers who feel thanked are more likely to return again or upgrade their product or service. Many people are willing to pay more for great customer experiences, and part of that is feeling thanked. When you express your gratitude, customers will automatically feel as if they have a deeper relationship with you and will keep you in mind when they need to buy another product or service.

More likely to recommend you to others: Word of mouth remains one of the most influential marketing tactics. You can buy all of the Facebook ads, take out all of the billboards, and attend all of the trade shows, but someone recommending your business to a friend or family member is what will truly move your business forward. If they feel valued by you, customers are much more likely to do so.

More likely to forgive mistakes: You’re only human, and you’re bound to make a mistake at some point. But accidently shipping a broken product or being late to a kickoff meeting can be forgiven if you already have a solid relationship with a client. Because you will eventually make an error, it’s important to foster a relationship that will be mutually forgiving and that will withstand the test of time.

So, how can you demonstrate gratitude to your clients? There are tons of ways to get started, whether it’s a handwritten note, a gift box, a surprise discount, a large-scale rewards program, or even a simple yet heartfelt “thank you” over the phone. No matter how you choose to show your appreciation, demonstrating an attitude of thankfulness will go a long way within your customer service program and leave your clients feeling heard, valued, and appreciated.