Delighting Customers with ThankYouPro


There is a significant difference between customer satisfaction and customer delight. Customer satisfaction is really more about getting what you expect and walking away with no dissatisfaction. Many of the gurus describe it as a neutral reaction rather than a very positive reaction. Hmmmmm….not what I want from my product or service.

What most of us want is to create raving fans, those customers who do business with us and can’t wait to tell all their friends about what a wonderful buying experience they had. Raving fans come from customer delight, the process of providing much more than mere expectations, a buying experience that has the WOW! factor in it. Customer delight is produced by looking at each touch point and making it exceptional.

Recently, we have been working with car dealers and have found that most do a good job of follow up with phone calls and even postcards. But none of them have managed to find the way to make their thank you’s personal and exceptional. Well, now at least one of them has with the help of ThankYouPro. We believe thank you cards like this one truly produce customer delight and turn these customer into raving fans. It is the last touch point of this buying experience, and one that will not be forgotten!

Who do you want to delight?  Send them a ThankYouPro Card!

Wisdom from “The Happiness Project”

Recently I was introduced to a book called “The Happiness Project” by Gretchen Rubin. I believe we all want to be happy and work to attain those things that we believe will make us happy. Sadly, those things aren’t always the source of happiness that we want them to be!

Rubin believes that an important part of working towards being happier is to be grateful, and to put a voice to that gratitude, either in a gratitude journal or by simply reflecting often on what there is in life to be grateful for. It’s so easy to focus on the things that are not going well and on mistakes and regrets of the past. Even though much of this is human nature, she realized that there was so much in her life to be grateful for. If she thought about it and put it into words, it stuck with her for much longer than just a moment. It colored how she felt for some time afterwards.

This really resonated with me. Even though I have so much to be grateful for, I rarely make a conscious effort to vocalize it. But since we started ThankYouPro, I have written more thank you notes than in my entire life. Clearly, that started because it’s now our business, but it is also because the app makes it fun and easy. The notes are one way that I have given voice to my gratitude. The more notes I write, the more occasions I find to say thank you. Pretty much every day, there is some kindness someone has done for me, or some event in which I was included that gave me joy, or just for time spent together on a project. I find myself consciously looking for opportunities to say thank you.

The really interesting thing is that I am not looking for or expecting feedback from the recipients. It’s enough for me to do it. I’m sure there is some point of overdoing it, but for now I am in agreement with Rubin. Giving voice to my gratitude is resulting in a significant bump in happiness.

The High Cost of “Lost” customers

It costs 5 times as much to get a new customer as to retain a current customer.

It’s very sad that many companies put much more effort into gaining new customers than keeping the ones they already gained. The cost involved is amazing. There is tremendous value in having an active customer retention program that keeps your current customers buying from you rather than drifting away to a competitor.

We recently saw a white paper by customer loyalty guru Jill Griffin. She cites a Rockefeller Foundation study on the reasons customers become “lost” customers:

Complaints were not handled 14%
The competition 9%
Relocation 9%
No special reason 68%

No special reason means benign neglect.

So how do we deal with “benign neglect”? While there are many ways, it can be as simple as reaching out to say “thank you” for your loyalty. A thank you card in the mail says that you appreciate their business and want to stay connected. It takes less than a minute with ThankYouPro to avoid the 68% benign neglect syndrome and keep that customer engaged with you.

A lesson in gratitude from the whale

..The Whale … If you read a recent front page story of the San Francisco Chronicle, you would have read about a female humpback whale who had become entangled in a spider web of crab traps and lines. She was weighted down by hundreds of pounds of traps that caused her to struggle to stay afloat. She also had hundreds of yards of line rope wrapped around her body, her tail, her torso and a line tugging in her mouth. A fisherman spotted her just east of the Farallon Islands (outside the Golden Gate )and radioed an environmental group for help.

Within a few hours, the rescue team arrived and determined that she was so bad off, the only way to save her was to dive in and untangle her. They worked for hours with curved knives and eventually freed her. When she was free, the divers say she swam in what seemed like joyous circles. She then came back to each and every diver, one at a time, and nudged them, pushed them gently around as she was thanking them. Some said it was the most incredibly beautiful experience of their lives. The guy who cut the rope out of her mouth said her eyes were following him the whole time, and he will never be the same.

May you, and all those you love, be so blessed and fortunate to be surrounded by people who will help you get untangled from the things that are binding you. And, may you always know the joy of giving and receiving gratitude. I pass this on to you, my friends, in the same spirit.

Do you have a favorite story of gratitude? Please share it with us.


We are expanding

We are so excited to find that such a variety of people are using our product. We have users from corporations, auto sales, insurance, in-home care, landscapers, caterers, and independent consultants. And we have had a request for new card designs and we definitely plan to offer many new designs. So we’re asking for your help in selecting the new designs. Please send us ideas and or designs for our new card covers – we need your help!



Handwritten notes still the best??

We have just initiated a conversation about the value of paper notes vs email thank you notes on Linkedin. The great majority says that they do send thank you followups for a variety of reasons and that handwritten notes make a much more positive impact. We LOVE it!

However, there is a caveat which is the term “handwritten”. For some, it is essential that we put pen to paper. The concept is that handwriting simply denotes that we care enough to make the effort. For many, it is the thoughtfulness that counts, whether handwritten or not. For still others, the state of their penmanship makes handwriting a huge obstacle!

ThankYouPro is taking advantage of the smartphone technology to do what we believe is the best of both worlds – convenience, speed and thoughtfulness. We have incorporated a variety of handwritten fonts and the ability to actually write a signature on the phone. Those features create a very personal experience for the recipient. Yet it has the convenience of a mobile app – no stamps or cards to buy and next business day turnaround.

Like a handwritten message, the expression of gratitude must be created and keyed in by the sender. It just happens faster – much, much faster. And the recipient still receives a paper note in the mail which we know has a significantly more positive impact than the very fleeting email crowded in with 50 (100, 200) other emails.

The very best part of using smartphones for thank you notes? They get done!

We would love to hear your opinion – please comment!

Go Crazy for Valentine’s Day!

Looking for a quick, easy, fun way to say “Happy Valentine’s Day” to your friends, family and even your honey? ThankYouPro is a great way to design custom Valentine cards with your own special message. We print, stuff, stamp and mail the cards, so no trips to the store, no hunting for stamps or waiting in line at the post office! You can be creative, crazy or loving with your own designs or photos.

Did you know that you can get free photos from many websites such as that you can use for ThankYouPro cards? Here are a couple we have used – and you can use them as well! You can also purchase photos from many sites such as and Make this a really fun Valentine’s Day!

ThankYouPro Press Release – January 24, 2012

Create and Mail Professional Thank You Notes From your iPhone or iPad with ThankYouPro

January 24, 2012  — Richmond, VA – Successful professionals know the impact that a personal thank you card can make, even in today’s technology-driven world. ThankYouPro™ uses the technology in your hand to create customized, printed cards from your iPhone® or iPad®, and is now available for free in the AppStore?

In less than a minute, you can thank someone for their business, network referral, or even a gift. Choose from over 20 professional designs, pick fonts and colors, add your logo, and sign your name directly on your iPhone or iPad. ThankYouPro will  take care of the printing and First Class mailing. iPhone 4s customers can even use Siri™ to dictate their note.

ThankYouPro significantly reduces the hassle factor of buying stamps, shopping for cards, and getting them to a mailbox.

“Apple sold over 17 million iPhones and over 11 million iPads in the fourth quarter of 2011 alone; that combined with the growing trend toward user-customized cards versus traditional greeting cards, proved that we were on the right track with ThankYouPro,” stated John Testement, founder and CEO of ThankYouPro. Our early users in the real estate, insurance and professional service industries have told us that saving them significant time on what they consider to be critical high-touch professional communication.”

Welcome to!

Elegant designs, handwritten signature, your logo or photo, a first class stamp, mailed in 24hrs — make an impression they will never forget!

Choose from over 20 quality card designs to fit the situation — casual, formal, friendly, tasteful. Or create your own card from a photograph or any image. Write your personal thank you note with a handwriting font and pen color of your choice. Add your company logo and sign your name right on the iPhone!

Tap ‘Mail’ and your card is sent off to the printer to be printed, slipped into the envelope, and mailed. We place an actual 1st class stamp on your envelope and put your card in the mail. Your return address — no commercial bulk-rate stamps — as personal as if you mailed it yourself.