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.
“When you ever 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.
“I really think in 2020, one of the most important things you can do is to show your customers your real gratitude for doing business with them. 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, The Untrapped Podcast
Thank you notes for customers: Why they matter
While sending brownies to every customer isn’t always possible, a simple, sincere thank you note is one of the easiest, cheapest, and most effective ways to show your gratitude and build stronger customer relationships.
Thank you notes tell your customers you’re more than a faceless company, and that they’re more than a number. Saying thank you shows respect for your customers and care for your craft.
Thank you notes are especially impactful during difficult times, to let your customers know just how meaningful it is that they’ve chosen to support your independent business.
When customers feel appreciated, they’ll not only refer your business to their friends and family, they’ll be more likely to book repeat work with you, even if your competitors come knocking.
Finally, customer thank you notes present an opportunity for you to promote your business in subtle ways—and there’s absolutely nothing wrong with that!
For example, you can send a thank you letter to a new customer to show appreciation for their support, and mention that you have other service packages that may interest them. You can even incorporate thank you notes into a customer referral program.
How to thank your customers
Sending a thank you note after every job might seem tedious. But we’ve got some tricks to make it a repeatable part of your service process.
There are even ways to automate thank you notes, so you won’t need to stay up late or hire outside help.
1. Decide which customers to thank
Instead of sending thank yous to every single customer, think of groups or segments of customers you’d like to prioritize. For example:
- Every customer who’s been invoiced in the last six months
- Customers who’ve booked recurring work
- Customers who’ve referred new business or left an online review
- First-time customers
- Customers who’ve booked specific, high-value services, such as packages or specialty services you offer
- 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 last job booked, number of visits, or services used. Or, add custom fields, such as birthdays, referrals given, or even their favourite 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.
2. Practice writing thank you note templates (or use ours)
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.
Your thank you notes should reflect your personality and brand. But here’s a basic structure to remember:
- 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 defeats the purpose of showing genuine appreciation. 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.
Customer Thank You Note Examples
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.
End-of-Year Thank You Note Template
Hi [client name],
I just wanted to take this opportunity to thank you for supporting our [insert type of business] business throughout the year.
[Personalization: Re-doing your front garden was a challenging but rewarding job, and I’m glad you chose us to undertake it!]
We’re especially grateful for your support during these difficult times. Thanks to your support, we’ve been able to provide free lawn care services to community members who need it the most.]
We at [insert your business name] really do value your business and look forward to working with you in [insert next year].
May you have a wonderful time with family and friends during the festive season and come back refreshed and ready to tackle the year head on!
Your favorite sign-off, company name, and contact information
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.
Template for Appreciating a Loyal Customer
Hi [client name],
I just wanted to take this opportunity to thank you for supporting our [insert type of business] for the past [insert number of months and years they’ve been supporting you.]
[Personalization: It’s been a joy getting to know your family over this time, and seeing how much use they’ve gotten out of your yard!]
We at [insert your business name] really value you and look forward to continuing to work with you.
As a thank you for your repeat business, we’ve given you a [insert discount] on your next [insert their most requested service to show you know them well and appreciate them]
Your favorite sign-off, e.g., John and the entire team at [insert your company name]
Template for Thanking a New Customer
Hi [client name],
Our team has just completed [insert description of the job].
We just wanted to take this opportunity to genuinely thank you for working with us and supporting our family-owned business.
[Personalization: As members of the [community name] region for over 25 years, we’re honored each and every time a new customer chooses us. It’s still a thrill!]
We look forward to working with you again soon.
In the meantime, if you have any questions about our services, please contact me directly. I’m always happy to help.
[include a telephone number to make it easy for them to contact you]
Example 3: 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:
Thank You Note Template to Request an Online Review
Subject: Thank you! Your Service Visit by [Insert your company name] is complete
Hi [client name]
Our team has just completed [insert description of the job].
We’re committed to providing the best experience to our customers, so whether you have a question, concern, or suggestion, we’d love to hear it.
If you have a second to answer our short survey, we would appreciate the feedback.
Thank you, the team at [insert company name]
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 breakdown of this step, follow this process to get more customer reviews.
3. Choose how to send your thank you notes, and make it automatic
When it comes to sending these thank you notes, you have three main options: handwritten, email, or postcards.
Handwritten 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 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.
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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