Say “Thank You” Instead of “Sorry”

A Simple Shift That Boosted Customer Satisfaction by 11%

In the bustling world of handmade businesses, how we communicate with our customers can make all the difference. A recent study suggests that expressing gratitude—saying "Thank you for your patience" instead of "Sorry for the wait"—can significantly boost customer satisfaction and loyalty. 

The Power of Appreciation

When we apologize, we often draw attention to our mistake, which can reinforce negative feelings. Conversely, thanking customers shifts the focus to their positive qualities, like patience and understanding, making them feel valued. This subtle change in language not only acknowledges the inconvenience but also highlights the customer's role in maintaining a positive interaction.

Real-World Application

In my own experience running a handmade shops, I noticed a significant change when I switched from apologies to expressions of gratitude. For instance, during a particularly busy holiday season, orders were delayed.Instead of saying, "I'm sorry for the delay," I communicated, "Thank you for your patience during this busy time." Customers responded more positively, and many even appreciated the acknowledgment of their understanding.

Furthermore, I was incredibly nervous about outsourcing customer service. However, after implementing this change, I decided to start tracking customer satisfaction specifically related to our communication. Previously, when I was handling all customer service personally, our satisfaction rating hovered around 82%—okay, but not great. :( After adding a team member (shoutout to Aimee!), we saw an improvement to 89%. But the real game-changer was shifting from apologizing to thanking customers for their patience. With this slight adjustment, our satisfaction consistently hovers around 93%. I was genuinely blown away by these results!

Implementing the Change

Here are some actionable steps to incorporate this approach into your customer interactions:

1. Anticipate Delays: If you foresee a delay, inform your customers in advance and thank them for their anticipated patience.

2. During the Wait: Keep customers updated and express gratitude for their ongoing understanding.

3. After Resolution: Once the issue is resolved, thank them again for their patience and offer a small token of appreciation if possible.
   

When to Apologize

It's important to note that in cases of severe service failures, a simple thank you may not suffice. In such situations, combining an apology with compensation, like a discount or a freebie, can be more effective. 

By shifting from apologies to expressions of gratitude, handmade sellers can foster stronger customer relationships and enhance satisfaction. This simple yet powerful change in communication can lead to increased loyalty and positive word-of-mouth for your business.