Kenny Chapman (the "blue collar coach") discusses the role of genuine gratitude in the sales/customer-service process. He recommends teaching a gratitude statement before discussing money, reinforcing authentic thank-you behavior at arrival, and adding a simple post-service thank-you card (signed by the technician) to increase engagement, repeat business, referrals, and reviews. He illustrates the effectiveness via a personal hospital anecdote where nurses sent a handwritten thank-you after surgery.
Chapters
Hey, my friend Kenny Chapman here, the blue collar coach, want to touch base with you real quick on a forgotten fundamental when it comes to the sales process. When we look at the ultimate client experience, one of the steps that we teach is the gratitude piece. And so, you know, we teach a gratitude statement right before we're getting ready to talk about money and make any offers or whatever that might look like. Now, the reality is you hear thank you multiple times a day. Most of the time, however, the words aren't what the meaning is, Right? So you get the word, but there's never any authenticity. You get the, you know, the pimply faced kid working the drive through. Oh, thanks. You know, they can barely mutter. They don't, you know, they don't even care. It's not there. So genuine, authentic gratitude for the opportunity to do business with our clients is massive. Right? So we've got to get that ingrained in our frontline team. We should be like saying thank you multiple times regardless of the outcome of the situation upon arrival. They've got choices. When I train technicians in live environments and do ride alongs, we talk about the fact, you know, hey, they've got a lot of choices. Is there a lot of competition in town? Yes. Well, they chose you. You should be grateful for that and conveying that. So we, you know, and okay, maybe some of us do okay during that. But today I want to talk about one more step. How about this? A thank you card after the process. We talk about before unit, during unit, after unit. This is the after unit. This is about the thank you for the opportunity. Once again, how often do you get that? Well, here's what I want to tell you. Recently, the lovely Christy had that challenging situation and we had to go do a surgery and this and that, and we went to this facility in Denver for the operation and everything. The place was like a Four Seasons of hospitals. I personally freak out in hospitals. I don't do well with the white walls and the sterile and the smell, all that. But of course, my lovely wife is in there. I've got to do it. Well, they don't have that. They've got nice flooring and I mean, it looks like you're walking in a nice hotel and everything in there. So it felt different. The staff treated us different. That was great. During unit, hey, thumbs up. It worked well. Then we get home and we're in recovery. About a week and a half after Christy was released, this came in the mail from the hospital staff, my friends. These are from the nurses and the aides Christina, it was a pleasure caring for you after surgery. Hope you're recovering well, able to get some rest. Take care, Sherry. Hope you're recovering quick at home. Thanks for choosing Rose Medical. Christy, wonderful to meet you. What, are you kidding me? From a hospital? My friends? How about from a home service provider? Ramp it up. What if your technician signed it? You can do something simple. You can even have a little bit of a canned message. But just a quick thank you from that technician that increases engagement, which drives repeat business, which referral business, and more reviews until we talk again. Have a better than fantastic day and I'll see you soon.
