Sending thank you notes to customers is an overlooked step in the buying cycle.

Too often, business owners pour their energy into finding new leads, ignoring the already-happy customers in their pipeline.

That’s a huge missed opportunity for home service businesses.

“Whenever you find yourself getting to a place where you feel entitled in your business, and lose that attitude of service, you’ll quickly see a decline of customers,” says Keith Kalfas, landscaping entrepreneur, and host of the Untrapped Podcast.

“One of the most important things you can do is to show your customers real gratitude. Whether you’re sending them a postcard, or brownies, or genuinely saying ‘thank you so much for your business,’ you absolutely have to do that.

These are real relationships, and it is a huge honor to serve them and take care of their property.”

 

Keith-Kalfas-Jobber

— Keith Kalfas, Landscaping Entrepreneur

Thank you notes for customers: Why they matter

Here’s why you should send thank you messages:

  1. Sending thank you notes is one of the best value for money ways to build customer loyalty. Sending brownies to every customer isn’t always possible, but a simple, sincere thank you note is one of the easiest, cheapest, and most effective ways to express gratitude and build stronger customer relationships.
  2. Thank you messages show customers you care. Thank you notes tell your customers you’re more than a faceless company, and that they’re more than a number; they’re a valued customer. Saying thank you shows respect for your customers and care for your craft. Thank you notes are especially impactful during difficult times. They let customers know just how meaningful it is that they’ve chosen to support your business.
  3. Thank you notes translate into more business and have a high ROI. When customers feel appreciated, they’ll refer your business to friends and family and be more likely to book repeat work, even if your competitors come knocking.
  4. Thank you notes are versatile, letting you “promote” your business in many subtle ways. For example, you can send a thank you letter to a new customer to show appreciation for their support, and mention you have other service packages that may interest them. You can even incorporate thank you notes into a customer referral program or an invoice.

Customer thank you note examples and pre-written templates

Here are four thank you note email templates you can use if you want to go beyond a short message.

Example 1: End-of-year thank you notes for customers

The idea here is simple: thank the client for their business, wish them a happy holiday season, and let them know you look forward to working with them next year.

This shows appreciation for their business and makes them feel valued. It also gives your business continuity because you encourage clients to start thinking about the services they’ll need for their home next year already.

Example 2: Thank you notes for customer appreciation

Sending thank you notes to long-time, repeat customers is important because it’s easy to become complacent during a client relationship. These notes remind your customers that you don’t take them for granted.

On the flip side, sending thank you notes to new customers sets the foundation for the type of business relationship they can expect—one based on gratitude and appreciation. It also encourages repeat business.

Below are two templates: one for repeat customers, and one for new customers.

Example 3: Invoice thank you message example

You can also add thank you messages directly to invoices.

The invoice is often the last interaction you’ll have with a customer before they book again, so use this chance to send them off with a great impression of your business.

Example 4: Thank you note to get a referral or review

Referrals and reviews are two of the main ways service businesses get new clients. Instead of leaving these recommendations up to chance, encourage them by using thank you notes.

Here’s how it works:

Step 1: As soon as you’ve completed a job, send a customer follow-up email using this template:

Jobber’s customer communications let you send customizable job follow-up surveys directly from the app. You can automate them to go out as soon as every job is complete, so you never miss a client.

Step 2: Send a second email to all customers who rated your service 8 or higher.

Clients are always more willing to provide a referral or review when they’re happy. For a breakdown of this step, follow this process to get more customer reviews.

How to write a thank you note to customers

Even though thank you notes should be short, sweet, and genuine, writing them can still feel awkward and stiff— at least at first.

Practice writing a few templates that feel right for you. You can repurpose and reuse them as you go. And remember, you don’t have send them to every customer!

Here are a few best practices for writing thank yous and deciding who to send them to.

1. Start from a winning template:

    • Start with “thank you.” Make it very clear from the outset that this is a thank you note and nothing else. Not an invoice with a ‘thank you’ tacked on at the end, or a sales pitched disguised as a thank you. Just a genuine thank you note.
    • Make it personal. Whatever you do, don’t just write “Thank you for your business” and sign off. That’s a hollow gesture. Always include the customer’s preferred name and a specific detail or anecdote about your experience with them.
    • For example, maybe you noticed something neat on their property during a site visit, or you’ve achieved a unique milestone, e.g., 100th lawn mowed. You could even coincide the thank you note with their birthday to make it extra special. Regardless of how you personalize your note, remember that customer service and these small personal touches are what really set you apart from the competition.
    • Make it meaningful. You aren’t just running a small business. You’re creating jobs, providing essential services, and building up your community. Take one line of your thank you note to tell your customers what their business means to you.
    • Keep it professional. While you want to come across as friendly and welcoming, you also want to remain professional. Always check for grammar errors and sign off with your wish to continue working together, your name, title, and business name.

2. Send thank you notes to specific groups or segments of clients. For example:

    • Every customer who’s been invoiced in the last six months
    • Satisfied customers who’ve booked recurring work
    • Customers who’ve referred new business or left an online review
    • First-time or loyal clients
    • Clients who’ve booked specific, high-value services, such as packages or specialty services you offer
    • Valued customers on their birthday, customer anniversary, or holidays (Christmas, New Year, etc.)

To make your life easier, use a CRM to track and pull up these kinds of customer details. For example, you can sort customers by the last job booked, number of visits, or services used. Or, add custom fields, such as birthdays, referrals given, or even their favorite sports team. Here’s what that looks like:

 

Jobber’s Field Service CRM makes it easy to pull up your entire client list and filter clients by the criteria you choose.

The best ways to send great thank you messages to customers

When sending these thank you notes, you have many options: handwritten, email, as a note added to an invoice, a text message, or postcards.

Handwritten letters and notes are a real treat— if you have the time. They require more attention and effort than sending a quick email or text. Customers also feel more valued and appreciated, which goes a long way toward building loyalty.

But sending handwritten notes isn’t always possible. You don’t always have the time, and it’s often more efficient to send a text, add a note to an invoice, use email, and even postcard marketing (yes, postcards don’t have to be handwritten).

Don’t be fooled: These latter methods can still be highly personalized and remain highly effective in making customers feel special.

READ MORE: Banish no-shows with appointment reminder templates

Automate Thank You Notes With Follow-Up Emails

If you choose to send your thank you notes via email, consider sending automated follow-up emails to improve your entire customer service experience.

Using a platform like Jobber, you can customize and schedule these thank you notes to be sent automatically or manually as soon as a job is complete.

And because it’s done right through the Jobber app, you won’t need to worry about re-entering client information, sending it to the wrong person, or letting a valuable customer slip through the cracks.

Send thank you notes with Jobber and Mailchimp

Want to go the extra mile with your thank you notes? Then consider personalized postcards, designed and sent by Mailchimp.

Mailchimp is an all-in-one marketing software that specializes in postcard and email marketing. You can create personalized and targeted thank you notes for new and loyal customers.

Postcards offer a nostalgic, personal touch that makes customers feel valued, gives them something tangible to show off, and helps your brand stand out from the competition.

To create your first thank you, simply connect your Jobber and Mailchimp accounts. Your client list from Jobber will automatically sync with an audience in Mailchimp.
From there, you can create your first thank-you note email or postcard marketing campaign.

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Originally published August 2020. Last updated on October 12, 2021.