Many times, you think it better to respond to negative feedback from customers and appease them so they don’t tarnish your image. You forget to respond to positive feedback because you believe, ‘Oh yeah! I’ve won their hearts. When they find someone ready to appreciate their little efforts, they’ll leave. The goal isn’t only to win their hearts but to keep your name on their lips for as long as possible. So, how do you thank your customers for positive feedback?

1. Write a ‘Thank You’ Note

Sending a thank you note via email or a card will always be a great idea. Everyone loves to be thanked after they’ve done a good deed. However, do not give into the temptation to be generic, be specific. Make every word count.

• Send email notes from your personal email, not the company’s. This emits a more personal and endearing feeling for the customer.
• Address your customer by his/her first name. Not only do you care about him/her buying your products, you remember the little details about them.
• Begin your note with a heartfelt gratitude. Thank them specifically. If you’re thanking them for recommending your products/services to someone on social media, say so.
• Don’t sell your products/services in the note. It’s all about them, not you.

Here’s a sample:

Hi Sarah,

I just read your sweet words on my Facebook page about our Summer Lovin’ necklace; I agree that it’s the perfect necklace to wear to summer parties (we were inspired by the birthday party scene from Chocolat when we were designing it). It always thrills me to read about people loving wearing my jewellery, especially since I work online and don’t get to meet my wonderful customers face to face very often. Please don’t hesitate to email me at any time (it doesn’t have to be lovely compliments either).

(Sample Credit: Meghannlawrence.com)

2. Give a Gift

Giving a gift doesn’t have to be luxurious, it just has to be thoughtful. Your gift can be; a discount, free delivery, an extra product/service or simply sending your product to them for free. Here’s an example: In 2019, Triciabiz on Instagram gave a honest positive review about the ‘Oud’ Sunlight detergent (see below).

Sunlight Nigeria put a call through to her and sent her a well packaged gift:

The gift made her excited. She posted her excitement on Instagram and got her audience talking about the product. Infact, the comment section showcased them asking to purchase the Oud Sunlight detergent.

“92% of respondents reported that a positive recommendation from a friend, family member, or someone they trust is the biggest influence on whether they buy a product or service”- Paul M Rand.

3. Build your Relationship

After sending a thank you note or gift, build a solid relationship with your customer. Check up on them once in a while or send them wishes during their birthdays. After all, “a customer talking about their experience with you is worth ten times that which you write or say about yourself- David J. Greer”.

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