How Do You Respond to Grateful Customers?

By Chip Bell

​​It was raining hard.

I was in the edge of a small town near where I live in a long line of “stop and go” traffic all slowed by the single traffic light in the center of town. A car from a side street was waiting to get in the line. I left a space between my car and the one in front of me to enable him to pull out in front. I have done it a hundred times. 

But something special happened. 

As he righted his car in the line in front of me, he rolled his window down and vigorously waved his gratitude.

Did I mention it was pouring rain? It made me want to be generous to the next car. It made me grateful for my random act of kindness. It caused me to feel like a part of a “neighbor helping neighbor” community. 

Your customers are waving you in front of them every day. They enter your enterprise when they could go elsewhere. They peruse your offerings, tolerate your less-than-perfect systems, give you their hard-earned cash and “in short supply” time.

Like giving up a preferred place in line, they defer to you. 

So, your organization is like the car that got a privileged spot in a long line. How do you respond? Do you take it for granted and respond with indifference? Do you express your gratitude even though doing so has “pouring down rain” inconvenience?

Show your customers they are valued. Treat them like a valued neighbor and they will bring their friends and family to your doorsteps.

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