The Why and How of “Thank You” (and Why It Matters More Than You Think)
Turn small moments into big wins. See how handwritten Thank You notes create consistent positive interactions that build loyal, referral-happy customers.
KickStart: Create a simple system to send a personal Thank You note after working for every homeowner customer.
Allow me to get a little sentimental with you. Sioux and I love French Impressionist art — all those tiny brushstrokes that, when you step back, turn into a stunning masterpiece. 🎨👩🎨
Guess what? This is exactly how a great residential services business is built. And just like a painting, your “business masterpiece” isn’t created from one big dramatic action.
Nope. A great home services company is based on 1,000’s of tiny “brushstrokes” — I call them Positive Moments of Truth (PMOT’s) — that stack up into an incredible experience that routinely creates Raving Fan clients.
ProTIP: Want to create a truly great Critical Mass Business that will run smoothly, all the time, with you… or without you! If so, you can’t leave these PMOT’s up to chance, just hoping/ begging/ praying they will happen.
💡ProTIP: These powerful “little things” become “huge things” when you and your staff “program” them to consistently occur every… single… time.
One of the easiest (and most powerful) PMOT brushstrokes to schedule into your residential service company’s workflow?
Send a hand-written, personal “Thank You” note after every residential job.
I KNOW what you young folks are thinking! “Steve, you mean send as in a stamped envelope? That is so 1990’s! 🙄 Nobody mails stuff anymore- can’t I just email them?”
EXACTLY! You want to be different! This is old school, zero-dollar marketing! (OK, you’ll need to invest in some stamps- see below.) 🤷♂️
BUT this personal, signed and stamped note will be remembered FAR longer and appreciated MUCH more than the 100’s of digital messages your client scans every day!👌
Here’s the simple yet powerful “Client Thank You System” we used in my company:
1. After each job, the Crew Chief texted the office one specific thing they appreciated and/or enjoyed in that client’s home. Here’s some examples:
We thanked Mrs. Smith for the milk and tasty home-made cookies.
Really nice flower garden in the front that we were very careful with!
Charlie and I had fun with Mrs. Jones Labrador, Smitty! Or if nothing else…
Our team enjoyed working at their beautiful home/ nice neighborhood.
Then our office staff transferred these personal touches into handwritten thank you notes. We used simple but elegant cards with a tasteful embossed company logo.
True Story: In my early start-up days, we just used blank cards from the Dollar Store! And they worked great! Try them!
HINT: Write the note by hand and hand address the envelope. (Obviously choose someone with good handwriting- NOT ME!) 😁 Include your street address but not your company name. (A bit of mystery here will increase your open rate!)
ProTIP: Always use real stamps to add even more of a personal touch. We chose elegant floral stamps in rolls of 100. I suggest you avoid politically themed stamps.
Here’s the type of hand-written note we sent:
Hi Mrs. Jones,
Steve and Charlie really enjoyed working in your home on Tuesday. And please give your Labrador, Smitty, a big hug from both of the guys! 💖
Thank you so much for your business,
Beau Pleasant
P.S. Mrs. Jones, I’m including a few of our business cards. I know Steve and Charlie would appreciate any referrals you pass along — either by sharing a card or posting an online review.😁 THANKS AGAIN!
Simple. Warm. Human. And worth its weight in gold!
NOTE: This Thank You note should NOT replace your Immediate Quality Check call. The IQC call should still happen within five minutes of your tech leaving the driveway. (If only because you promised the client they would receive an IQC in the Initial Booking Call!)
A personal Thank You note is the touch-up “brushstroke” that nudges your customer one step closer to becoming a long-term Cheerleader!👏👏👏
So please, send out a handwritten Thank You note to every client. These tiny Moments of Truth will start building loyalty, trust… and a steady stream of “My friend said you’re the only one to call” referrals.
HINT: “Thank you” is also a powerful employee motivational tool too. Let’s talk about this soon!
Never forget! Focus on pre-programmed, routine, tiny PMOT brushstrokes — THIS is how you create your residential services masterpiece. (Don’t forget to include several business cards in each envelope!) 😎
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