When a customer thanks you, it’s an opportune moment to do more than just respond with a simple “you’re welcome.” Phil M Jones is a master of influential communication. He wrote a book called Exactly What to Say: The Magic Words for Influence and Impact that I have read several times. Phil says when you get a “Thank you,” it presents a valuable opportunity to deepen your relationship with the customer. Instead of saying “Thank you,” take advantage of their level of gratitude by asking for a favor.
When a customer thanks you, it’s an opportune moment to do more than just respond with a simple “You’re welcome.” Getting a “Thank you” presents a valuable opportunity to deepen your relationship with the customer. Take advantage of their level of gratitude by asking for a favor instead.
The act of thanking creates a sense of indebtedness, and the customer may be more willing to help you. It is crucial to approach this moment carefully by asking for their permission first.
To ask for a favor, start by saying, “Can I ask for a favor?” and then pause. It is important to ask permission before you reveal the favor. The customer may respond with an immediate “Yes,” or offer a conditional yes, such as “It depends.” Even a conditional yes means they are open to hearing what you have to say next.
A couple of ways that you might think about using the powerful words “Can I ask for a favor?” could be:
Maybe one of your initiatives is to get a referral to new business clients. After the client says, “Thank you,” you respond, “Can I ask for a favor?” When the client says “Yes” or “It depends,” you might respond with:
“You wouldn’t happen to know someone like you who could also benefit from our services?
Maybe one of your initiatives is to get a Google or Yelp review. After the client says, “Thank you,” you respond, “Can I ask for a favor?” When the client says “Yes” or “It depends,” you might respond with:
“We know many people use reviews as part of their decision-making process. Can you leave me a Google and Yelp review?
Maybe you have a landscaping business, and one of your initiatives is to let the customer’s neighbors know who did all that excellent work, to help with your local branding. After the client says, “Thank you,” you respond, “Can I ask for a favor?” When the client says “Yes” or “It depends,” you might respond with:
“Can I leave my yard sign in your front yard for a few days so your neighbors can see what a great landscaping job we did for you?”
Once you have won the customer’s approval, the powerful words “Can I ask for a favor?” are a great way to get that little bit more. Always ask for permission before you share your favor by simply asking. “Can I ask for a favor?” and then pausing.
How can you utilize a customer’s gratitude by asking for a favor?
