e today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a lit

The economy is unpredictable. War is raging. People around the globe are expressing a renewed interest in re-evaluating priorities and rumor has it that humankind is embarking upon a major shift in consciousness. These are just a few of the reasons why adding a personal touch to your communications with customers and employees can lead to greater levels of success in today’s impersonal business environment.

During the recent years of economic growth, many industries scrambled to keep up with a constant stream of new business. Buildings expanded, product lines grew and “mandatory” overtime became the norm. Customers were sometimes expected to overlook service and production delays due to an unusually high volume of business. Employees were often required to work extended hours to fulfill customer demands. Throughout these years of rising profits, many businesses promised customers and employees that the workload would return to a less frantic “norm.”

Now, companies are facing an environment of slower growth and “normal” seems to be a word that can only describe a long forgotten era. Corporate down-sizings and plant closings litter the evening news and lease signs litter the industrial landscape. This uncertainty provides the perfect environment for business leaders to build more personal business relationships by offering a genuine thank-you to customers and employees.

Everyone leads busy lives. In our high tech, often impersonal society, people remember those who add a personal touch to their day. The key to success in a lean economy may be to retain, instead of having to replace, your best customers and employees. Consider the following questions.

Customers

1. Who is your best customer today and why?

2. Who was your best customer a few years ago and why?

3. When was the last time you personally asked customers to express questions or concerns?

4. What areas of your business need improvement based on customer questions and concerns?

5. How much would it cost you to replace a lost customer?

6. When was the last time you called each customer to say “thank you for your business”?

Employees

1. Who is your best employee today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a litt

product lines grew and “mandatory” overtime became the norm. Customers were sometimes expected to overlook service and production delays due to an unusually high volume of business. Employees were often required to work extended hours to fulfill customer demands. Throughout these years of rising profits, many businesses promised customers and employees that the workload would return to a less frantic “norm.”

Now, companies are facing an environment of slower growth and “normal” seems to be a word that can only describe a long forgotten era. Corporate down-sizings and plant closings litter the evening news and lease signs litter the industrial landscape. This uncertainty provides the perfect environment for business leaders to build more personal business relationships by offering a genuine thank-you to customers and employees.

Everyone leads busy lives. In our high tech, often impersonal society, people remember those who add a personal touch to their day. The key to success in a lean economy may be to retain, instead of having to replace, your best customers and employees. Consider the following questions.

Customers

1. Who is your best customer today and why?

2. Who was your best customer a few years ago and why?

3. When was the last time you personally asked customers to express questions or concerns?

4. What areas of your business need improvement based on customer questions and concerns?

5. How much would it cost you to replace a lost customer?

6. When was the last time you called each customer to say “thank you for your business”?

Employees

1. Who is your best employee today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a lit

rate down-sizings and plant closings litter the evening news and lease signs litter the industrial landscape. This uncertainty provides the perfect environment for business leaders to build more personal business relationships by offering a genuine thank-you to customers and employees.

Everyone leads busy lives. In our high tech, often impersonal society, people remember those who add a personal touch to their day. The key to success in a lean economy may be to retain, instead of having to replace, your best customers and employees. Consider the following questions.

Customers

1. Who is your best customer today and why?

2. Who was your best customer a few years ago and why?

3. When was the last time you personally asked customers to express questions or concerns?

4. What areas of your business need improvement based on customer questions and concerns?

5. How much would it cost you to replace a lost customer?

6. When was the last time you called each customer to say “thank you for your business”?

Employees

1. Who is your best employee today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a lit

ollowing questions.

Customers

1. Who is your best customer today and why?

2. Who was your best customer a few years ago and why?

3. When was the last time you personally asked customers to express questions or concerns?

4. What areas of your business need improvement based on customer questions and concerns?

5. How much would it cost you to replace a lost customer?

6. When was the last time you called each customer to say “thank you for your business”?

Employees

1. Who is your best employee today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a lit

e today and why?

2. Who was your best employee a few years ago and why?

3. When was the last time you hosted an open forum for employees to express questions or concerns?

4. What suggestions do employees have in regard to customer questions and concerns?

5. How much would it cost you to replace a lost employee?

6. When was the last time you thanked your employees for helping you stay in business?

If you are wondering what all of this has to do with improving your bottom line, then think of a time when you have done a little something extra and found yourself muttering, “They didn’t even have the decency to say thank you.” I am not suggesting that you should thank others solely to improve your bottom line. Many kind acts do go unnoticed, but thanking others may help you focus on the things in your business (and life) that you have to be grateful for. And, aside from the bottom line, aren’t you also in business for the victory, the accomplishment, the success, the reward of hearing someone say “thank you” for your contribution?

In my experience, thank-you notes are even less common in business relationships. It’s a quick, thoughtful way to show clients and employees how important they are to you. An added benefit of business thank-you notes is that the receiver of that note will probably remember your gratitude long after the words have been expressed. As you move through the days and weeks ahead, think about those people in your life who deserve a genuine thank-you. Who goes above and beyond what his or her job requires? Reward that person by hand-writing a personalized thank-you note.

For readers who need statistics in order to believe in the power of saying thank you, the National Association for Employee Recognition partnered with WorldatWork to conduct a 2002 Employee Recognition Survey that showed … * 41% of respondents are “doing more” with employee recognition programs than they were in the 12 months prior. * Of the companies in the survey that did not have formal recognition systems in place a full 54% of respondents expressed intent to develop policies in the coming 12 months.

Thanking customers and employees is simply the right thing to do. Challenge yourself and your leaders to express gratitude and add joy to the days of customers and employees. Commit to sending a personalized, handwritten thank-you note to one person each day of this week and pay attention to how your business improves. (Don’t cheat; there are seven days of the week to be thankful!)

* Copyright 2005 JoAnna Carey, Carey'D Away Enterprises, LLC.Adapted from the book Rat Race Relaxer: Your Potential & The Maze of Life by JoAnna Carey. All Rights Reserved.

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