Do you send thank you notes to your customers?

My name is Dan Canfield and I own Bellies to Babies, a second hand maternity clothing company with 4 locations. I have a passion for retail and do everything I can to go against industry norms in my business. Is this risky? Yes, but before I roll out any new programs I always test, test, test, then throw resources at the ideas that work.

I recently implemented a program in all of our stores to send thank you notes to new customers who just signed up on our member list. I really didn’t think this was a WOW idea but it has had a huge impact on our business and really creates a personal relationship with each new customer.

When was the last time you received a thank you note from a store you bought something from….NEVER RIGHT?

Unlike a thank you email you may receive for signing up for a store’s mailing list, a thank you note has a real feel to it and can’t be deleted as fast.

The life cycle of an email is 5 seconds then it is deleted forever.

The life cycle of a thank you note goes like this:

The customer opens the thank you note, skims it then sets it on the counter. That night he/she shows their spouse the thank you note and says something like, isn’t this cool, I got this from X store for just buying a pair or pants. Then the thank you note moves to the kitchen table / desk and is looked at 1 more time before being thrown out and reminds the customer to come back in to get those pair of X they wanted (the thank you note also has an offer inside it as well to create a sense of urgency for repeat purchases).

Effective right? Are you going to start sending thank you notes now?

To hear more unique marketing ideas you can implement check out my podcast (click here)

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