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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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26Never Underestimate the Value of a Sincere Thank-You

“Thank You … thank you, thank you … and thank you!!!”

—Fozzie Bear

Remember when you were ten years old and what you wanted for your birthday was that electric train or special Barbie? And your grandmother gave you underwear instead. And your mom and dad stood there and looked at you and pinched you on the arm. “Now, what do you say?” they prompted. “Thank you, Grandma,” you said. And your grandma beamed and patted you on the head.

Saying “thank you” is as important today as it was when your parents tried so hard to drum it into your head. In your job, you need to say “thanks” to your customers every day. You need to sincerely value the gift of business they bring you—even if it may not be ...

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