Pinnacle Performance Champions

The occasion of Thanksgiving gives us the opportunity to be thankful for what we have but being grateful should not be limited to the fourth Thursday in November.

From a business perspective, practicing an attitude of gratitude means letting customers know how much you value and appreciate their business.

Since starting Sale Away 19 years ago this month, I have asked thousands of sales and customer service associates in many dozens of businesses all over North America if they appreciate their customers and, predictably, I always receive the same response; “Of course we do!” Then I ask them the real question… How do your customers know?

The sad reality is quite often customers really don’t know or, more importantly, feel appreciated. Often, employees assume customers know they’re appreciated because they regularly thank them at the end of a given interaction. That’s great but true displays of customer appreciation are about much more than a token of “Thanks” at the end of interactions, they are heartfelt and consistent throughout the relationship.

Your customers (and potential customers) should always feel that you genuinely care for their personal well-being. This begins with treating them like human-beings and being grateful, not just because they’re interested in your products or services, but rather for the relationship and opportunity to help them.

Cultivate the habit of being grateful for every good thing that comes to you, and to give thanks continuously. And because all things have contributed to your advancement, you should include all things in your gratitude. ― Ralph Waldo Emerson

Although Thanksgiving is the time of year this sentiment is most talked about and expressed in others, sincere gratitude is not a seasonal affair. Your attitude of gratitude should be practiced year-round for there is much to be thankful for.

Always keep in mind (and heart) that when a customer purchases a product or service from your business, even if the transaction did not involve you, the customer is indirectly paying you. For, without them, there is no paycheck – no job – no business to be had.

As the title of my Pinnacle Performance Training poster below reads… Always Be Grateful.

Maintain and Attitude of Gratitude

It is human nature that as we settle in over time, we “get used to” everything. When the company, your fellow team members, and customers become part of your daily routine it’s easy to lose the appreciation we had when these ‘good things’ were new to us. 

Of course, we don’t want to lose these things (our job, customers, etc.) to come to our senses and appreciate just how important they are! 

In order to not lose our sense of appreciation as new things become familiar to us, we must live in the moment and maintain an attitude of gratitude. This is easier said (or written about) than done. It takes a conscious effort where we mentally count our blessings and don’t allow ourselves to take the most important ‘good things’ for granted.

On the job, this takes true customer-focus.  You must not become complacent and go through the motions but rather execute with purpose and sincerity.

Of course, it’s not only what you say but what you do that makes the difference. Spontaneous “Thank You for Your Business” cards, follow-up calls to thank customers for their business and ensure they’re happy after the sale, random acts of kindness and consistent acts of exceptional service go a long way towards demonstrating genuine appreciation and gratitude.

Speaking of gratitude, I would be remiss if I didn’t Thank You for making it all the way to the end of this article. I appreciate your time and wish you all the best for success!

Steve