Your customers make up 100% of your sales and 100% of your profits. Yet we spend a lot of money and time beating the bushes for new customers and not much time thanking those responsible for 100% of our business!

One lesson your mother taught you was to say “thank you” when someone did something nice. We tend to give lip service to saying thank you to our customers by using phrases like “Thank you and have a nice day.” But after using the same phrase repeatedly, it becomes rote, and not very heartfelt. So what can you do?

Author Rick Crandall contends that people complain more than they praise. But praising, or saying “thank you,” can help your business and create a favorable impression. It can build and reinforce relationships — both business and personal. It can promote growth, encourage teamwork and express your commitment or caring. It's a subtle expression of the desire for an ongoing relationship.

Neil Simon in his famous play Biloxi Blues says, “There is something magic about the written word. There's a sense of permanency with a message if it's put on paper.” Handwritten notes and letters are a rarity, and that makes them that much more meaningful to the recipient. People like being appreciated and feeling you notice the nice things they do for you.

Most of us don't write and send thank you notes even though we know we should. We're too busy or we don't know how to write well or…fill in your “reason” here.

In a recent survey, 60% of respondents indicated that they prefer a handwritten note to a typed one. It gives the recipient the feeling of really being cared for because of the time it took to actually write the note.

Here are some times to send thank you notes:

• After a telephone discussion or a meeting
• After a presentation that you liked
• For a referral of business
• To a new employee
• For a job well done or for going the extra mile
• For an unexpected kindness
• To anyone who gives good service
• For friendship

Write thank you notes regularly, whenever you experience a kindness. Try to send five thank you notes a week to customers, employees, prospects, relatives, friends or suppliers.

You may remember the pain of writing thank you notes to your Aunt Mildred when you were seven. This may be a subconscious reason that you don't write them today. Here are some tips to make thank you note writing easier so you'll actually do it.

• Become aware of what you're really thankful for — your customers, your family, your friends — and watch for situations that warrant a thank you note.

• Create a Thank You Note Writing Kit containing thank you postcards, stamps and a pen. Keep it out in the open where it will remind you to write notes.

• Make sure the note is sincere and meaningful. It doesn't have to be lengthy. Keep it short and appreciative.

• Focus on using “you” more than “me” or “I.” It shows that the focus of the card is on the receiver's generosity.

• In the note, comment on how it made you feel to receive the gift or kindness. Express hope for the future as in “I look forward to having fun working with you.”

• If you absolutely can't think of what to say or how to say it, go to www.writeexpress.com/thank-you.htm. You'll find tips and hints about writing various kinds of thank you notes as well as some software that will do it for you. If you purchase the software, however, personalize the thank you notes and hand write them. Do not take the words provided and merely copy them!

Make a habit of writing thank you notes. You'll stand out from your competition and create a favorable impression.

June Van Klaveren, Compelling Communications Inc., author of The Edge Up, offers marketing and customer service to help her customers attract more clients. She can be reached at 800/779-0067 or through the Web site www.compelcom.com.

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