The other benefit of saying “thank you” at the moment of payment is that it gets the customer clearly associating being appreciated with *providing payment.* If we want people to keep giving us money, it makes sense to create a positive association with paying us money. As my former employers said, “If we don’t state appreciation for a customer’s money, it will go away.” How true, and how telling, in these times.

My past employers said the reason saying “thank you” is imperative every time money hits one’s hand (or is paid by card or check), is that business will decrease if customers don’t hear that phrase. It makes sense in two regards: 1) if people don’t feel their money is appreciated, they either consciously or subconsciously won’t be as inclined to spend as much of it at that business, and 2) saying “thank you” is an act of humility, at expressing need for, and appreciation, for others’ money. I found that every time I said “thank you,” it was humbling, and inspired me to provide better and more gracious service to the next customer. It improved my attitude each time, and made the job(s) a real pleasure, to be serving customers. It is the #1 reason I love customer service: saying those words, even though they were required, makes me enjoy the work and sense of service more. I find that when clerks don’t say thank you, they tend to get a poor attitude, make less effort, and seem less happy in their jobs. Telling employees they must say “thank you” to each and every customer at time of payment therefore is likely to increase employee morale, and result in better service overall, I find: not just in myself, but at businesses where they do say thank you.

I find it interesting that, over the past 10 years that the phrase “thank you” has gone out of vogue, at least here in California, that business is so down, especially given what all of my early employers said about business going away if customers aren’t specifically told “thank you” at the time their money is handed over. I do not think it’s a coincidence at all. The employees who don’t say thank you almost always display a poor and less than helpful attitude, and surely this hurts business. These employees aren’t being given guidance on how to interact with customers.

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I also really appreciate your advice on plus-selling. I’m self-employed, and looking for retail employement as well. Your advice to keep nicely suggesting a related product until the customer says, “No, that’s it for today,” just improved my ability to be a productive retail employee (as well as be more effective in my business.) Not only will I practice that, but I will include it in my job applications. Thank you!

The moments your people have servicing and satisfying a customer are critical, so why do we waste them?…