
If there's one criticism levelled at the modern world, it's that our speed and immediacy of communication often comes at the expense of good manners. In a former generation, for example, it was unheard of not to send formal thank-you notes to express gratitude for gifts, shared experiences and social events.
But do we go to such an extent today to express thanks and build that quality aspect of our relationships? Probably not. And that's just in our personal lives. The way modern business is conducted means that the pleasantries and old-fashioned manners that led to such expressions of gratitude and recognition have also largely disappeared.
Does it matter?
Some might argue that such things are now irrelevant in a fast-paced, results-focused and increasingly digitised world. But is this the case? Chances are you remember the last time your boss, colleague or customer thanked you. It probably made you feel good and stuck in your mind. And if they'd taken the time to send you a note to that effect, then you probably kept it.
You would also remember that person's name as well and now have their details to hand and be inclined to think favourably of them. If you work in sales, you no doubt already realise how potentially valuable such an approach could be to building up your network and referrals.
How do I incorporate it into my working life?
Sales people are notoriously fast-paced, so to incorporate thank-yous into your day, you will have to slow down. Focus on the long game. Expressions of good manners such as this will show that you're committed to going the extra mile in your working relationships and you take them seriously.
Expressing thanks suggests a person who is thoughtful, reflective and considerate. These are the qualities that a customer wants to see in an account manager - not a hard-nosed results-driven sales person, motivated only by commissions.
So think of situations where you can take a few minutes to send a simple thank-you note. It can be email for something brief, or handwritten for the 'high-impact', personal approach. To thank someone for spending time speaking with you on the phone, a brief email or text is adequate. If you met someone in person, an email is good, but a handwritten note with a business card and follow-up is even better.
After a demonstration to a company, take the time to follow up. And after a sale, a beautifully crafted, handwritten note really goes the extra mile. Similarly, think about referrals and consider a note of thanks even when the customer has gone elsewhere, to keep the lines of communication in place. They'll appreciate your professional response and bear you in mind for the future.
Keep it genuine. Keep it classy.
A written thank-you is powerful and personal, so much more so than the rushed thanks at the end of everyday communications. Of course, keep giving your thanks in person, but follow it up with the written approach. Make sure you follow the basic rules to a follow-up thank-you note. Write it within 72 hours of your contact and be professional. Use good-quality company stationery and be careful with your handwriting. Consider getting some professionally printed cards or stationery if there is nothing already in place.
Keep your thanks brief and to the point. Be specific about the event for which you're expressing gratitude and explain why it was important to you. Avoid jargon or corporate buzz words and keep it friendly. This is a chance to show your real character, so maybe suggest a future opportunity to meet up, such as a lunch or a catch-up at a forthcoming event. Make an offer to host a follow-up meeting, meal or other event if you know the contact already. Show that you're being proactive in developing the relationship further, without being pushy.
Be creative
It's valuable to spend time with your team looking at ways to creatively express gratitude, to your customers, prospects, colleagues and contacts. It helps to build that all-important network. There might be ways to thank contacts and show appreciation without resorting to old clichés - which are often expensive and likely to be quashed in the current economic climate.
Small, quirky, personalised items, nicely hand-written, high-quality cards, a thoughtful small item that relates to something you know about them - these are the ways to show your engagement in the relationship and your investment in that person. Don't use impersonal corporate communications with everyone you meet.
In conclusion
By spending time investing in these slow-burning relationships, you should find yourself being remembered for all the right reasons. Those referrals, sales, or simply interesting new 'contact of a contact' openings will slowly increase in number and quality in a way that might have previously eluded you.
By presenting yourself as a person too, rather than simply a corporate sales vehicle, your prospect, customer, colleague or contact will engage with your authentic, best self and you should reap the benefits.
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Photo by Buddawiggi