So there you are at the cash register about to pay for your purchase. You hand the cashier your money, they hand you your change (usually on top of the cash . . . bastards!) and then it happens. You look at them, they look at you and just as the theme from “The Good, The Bad & The Ugly” fades, there’s suddenly this sound of crickets.

There’s no “Thank you”

There’s no “Have a nice day”

Not even a “You have the right to remain silent cause that’s what I’m about to do”

Just someone communicating a message of “I’ll make a note to care”

Ladies and gentlemen, courtesy has left the building!

If you think for one moment that the infamous “Silent Transaction” is exclusive to cashiers, then take a knee muchacho, we need to have a heart to heart!

If you have clients on an automatic ordering system and you don’t reach out to them, follow up, dare I say . . . thank them, you are working that silent transaction dude!

And the ones who aren’t on an automatic ordering system? There’s no need to follow up or thank them, they always come back when it’s time to reorder, right?

How about this tried and true classic: The sales rep hunts the business, brings in the business and then hands it over to an account manager. No need to keep in touch, you can do that when its time to renew the contract. Funny, because you were real talkative when you wanted the business. Way to send a message of “Cab fare is on the nightstand” Don’t worry, no one resents that kind of “Silent Treatment”

Let’s not forget the manager who falls silent and forgets to give the “Ata boy/Ata girl” in the wake of a job well done. Cat get your tongue dude? Note to employees . . . gratitude works both ways 🙂

And perhaps the most silent transaction is the one where our relationship resides on the computer screen. No voice, no face to face . . .no real time interaction!

So before I step down from my soapbox, there’s really a very simple lesson for us to embrace today.

Silence isn’t golden when it substitutes gratitude and good business etiquette

1)   Express gratitude in ALL your relationships . . . especially the ones contributing to your commission check!

2)   Laziness in any type of relationship is just plain dumb!

3)   Fail at items 1 & 2 and someone will outwork you!

Today, you are cordially invited to remove the silence!

If you haven’t done so already, check out this related post on 5 Ways To Love Your Customer

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