There is a Wendy’s in Farragut, Tennessee, that I go to a few times a month for a quick lunch. The manager there is outstanding both as a manager and at customer service. The restaurant is always crowded, but he still has everything under control and takes the time to be nice to each customer. He has a natural way that makes every customer feel appreciated. A few months ago he showed me a report that listed them as one of the top restaurants in the United States, which really didn’t surprise me. When you sincerely appreciate your customers and show them, they will be more loyal to you and tell others, as has been the case with the manager at Wendy’s.

I went to that same Wendy’s today, and as soon as I walked in I sensed something different. There were a lot of new people working there, the lady who has taken my order for years was not there, and the manager wasn’t there either. The attitude of the employees was that of someone just doing a job instead of someone who enjoyed their job. In essence, they had become just like every other fast food restaurant: they were back in the pack instead of leading it. I looked up on the wall where the managers are listed, and the top spot was empty. I asked the girl who took my order if there was a management change, and she said that he went to work for a local business that has convenience stores and travel centers all across the nation. What an incredible find for that business, and what a loss for Wendy’s.  The girl handed me my change, slid my food and drink across the counter, and she turned her attention to something else.

As I was leaving it dawned on me that she never said those two powerful words, “Thank You.” There are so many people who never thank you for patronizing their establishment that I wouldn’t have even noticed if I had been any other place. But I wasn’t any other place, I was at the Farragut Wendy’s where they always make you glad that you came there. As I compared the “old” with the “new,” I realized how much the “old” recognized and appreciated that I made the choice to go there and spend my money when there are many other options.

Do you tell your customers “Thank You?” No matter what product or service you provide, if you sincerely thank your customer or client on a consistent basis, you will start seeing change in their attitude.  They are giving you their time and spending their money, so let them know how much you appreciate their business by using those two powerful words “Thank You.”

Doc Pratt

Certified Guerrilla Marketing Coach