Co-founder and Product/Marketing at Shop Phone. Growth consultant. Every now and again I write about the small business advantage.
Calling your customers to say thank you will evolve your business. For one, you’ll make more money through upsells, but more importantly, you’ll build better relationships with your customers. Let’s dive into five specific benefits of calling, instead of only sending an email. If you need help or inspiration, check out our other post with the thank-you call script, or download our 10 phone scripts ebook.
1. It’s been scientifically proven to improve mental health and self-esteem, reduce aggression, and enhance empathy.
Expressing your gratitude on a regular basis has been studied in depth by Dr. Robert Emmons, who found that it reduces toxic emotions such as regret, envy, frustration and resentment. As business owners, whether it’s just a side-hustle or a full-time income, we’re in stressful positions. Exercising this gratitude goes a long way in making sure our minds stay healthy!
2. Builds better relationships with your customers
A 2014 study in Emotion found that when you say “thank you” to new acquaintances they are more likely to build an ongoing relationship with you, a.k.a. recurring customers. This means when you thank a customer, you’re creating future opportunities for your business.
3. Upselling Opportunities
When you’re on the phone with a customer and you’ve just broken the ice by thanking them for their trust in your business, you’ve opened a conversation with someone in your target market. If they’ve bought once, they’re likely to buy again. By getting to know your customer better you will have a better idea of their needs and can suggest another product they might like. Don’t be pushy, but if the opportunity presents itself, take it!
4. Get Positive Reviews
In a recent study, it was found that 70% of buyers consult reviews before making a purchase. If you find the customer loves your product, make sure you send them a link to leave a review. It’s common knowledge that positive reviews act as social proof and lead to increased sales.
5. Gather Feedback
You should have a set of questions ready, such as “how did you hear about us?”, “did you find the website easy to use?”, “would you recommend us to your friends?” to learn more about your business. This will inspire your next wave of marketing campaigns.
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