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Do you know the magic word?

Posted on November 16, 2011 , by Sabrina Bozek

We are conducting a client training, and as I process the comments & questions, I am reminded of a childhood song I was taught growing up … It goes like this:
“There are two little magic words
That will open any door with ease
One little word is thanks
And the other little word is please”
Do your Account Managers / Salespeople pick up the phone (or send an email) to say “thank you” to your customers? If so, why not? If a customer gives you a 9 or 10 on a relationship questionnaire, does anyone in your organization reach out to that customer? And if so, how did your customer respond? With surprise? Was it expected?
I suspect there would be a WOW factor. In fact, I have, in my past sales experience, not only experienced the WOW, but also driven increased up-sell revenue from existing customers with one very simple phone call (or email).
Have you tried it? What was the reaction? I’d be very interested to hear your feedback.