Never Underestimate the Value of a Sincere Thank You Tips for how to say thank you and write business thank you notes

9 times to say thank you to patients When a patient does business with you…every time. When they compliment you (or your office). When they offer comments or suggestions. When they try a new product or service. When they recommend you to a friend. When they are patient…and not so patient. When they help you serve them better. When they complain to you. When they make you smile. Speaker Notes: Customers have options…every time. Accept gracefully. Don’t apologize and say something like, “oh, it was nothing”. Thank them for their feedback & value their opinion. If you hear the same feedback more than once, it may be area that needs attention in your office. They may be trying something completely out of the norm for them. Thank them for their willingness to try something new. There is no greater compliment than a personal recommendation. No one likes to wait, whether they tell you or not. This patient actually knows what insurance they have, they give you their acct #’s, and needed information when scheduling their appointment. Now you have the opportunity to fix whatever is incorrect. They are complaining to you, not someone else. Saying thank you is the cherry on top! Ask your VSRs- any other times they can add to this list?

3 ways to say thank you Verbally In writing. With a gift. Speaker notes: Make your thank you warm, pleasant and personal. Be specific. Both a handwritten note or an email thank you are acceptable. The gift should be commenstrative to the event. Perhaps a notepad or pen with your company logo or other Vision Source branded items. Ask the group to give examples of when and how thank-yous are given by their office

5 often forgotten thank yous Thank you to co-workers. Thank your boss. Thank people in other departments of your office. Thank your vendors. Thank yourself! Speaker notes: Give credit where credit is due. Be specific, refrain from giving a blanket thank you as an employee is walking out the door for the day. Thank them when they help you do your job. Perhaps your doctor purchased a new piece of equipment that makes your job much easier. A special thank you to those not on the front line that help the magic happen in your office. Sponsors like Safilo and other elite vendors who provide extras for your office for special events or personal discounts for staff members (hold discussion on incentives) Give yourself credit for a job well done!

Tips for writing business thank yous Make it personal. Be yourself. Make it lively. Use correct spelling and grammar. Both handwritten and typed business-related thank you notes are alright. Speaker Notes: Use the pronouns I and you, just as you would when carrying on a conversation. A thank you note, even one written in a business context, is not sent from one organization to another but from one person to another. Your thank you note should sound like you. It should be conversational and friendly, not formal. Avoid clichés, such as “your patronage is appreciated” or “I am in receipt of” or “I wish to state”. Instead say, “I want you to know”. Use a dictionary or spell check, people! Handwritten notes are warmer and more personal; typed letters look more serious.

Credits “Delivering Knock Your Sock Off Service” Fourth Edition Performance Research Associates Illustrations by John Bush “The Art of Thank You” Connie Leas