Customer Service: Don't forget to GREET
A greeting received from the sales associate whether in person or on the phone can change the course of the entire sales interaction. Recently I have taken note of how much I don't receive a greeting from the sales person and it is too often!
I was recently at a popular coffee chain and when it was my turn to place my order the barista started fidgeting with the cash register, apparently it needed register tape. Then she couldn't get it to work properly and needed assistance - all the while, the line is growing, but these things happen, register tape needs to be changed. When all was completed with the register, the associate turned and just stared at me. The service was downhill from there. It was clear to me these associates didn't understand the power of being courteous and greeting their customer.
Yes, the register tape needed to be changed, and yes the line was going to grow, but when you greet your customer and provide good service, customers tend to forget they were in line longer than normal.
I'm not a browser, I shop with a purpose and like to get in and out fairly quickly. When I am greeted upon entering the store, it quickly lets me know that I am welcomed and there are sales personnel that are willing to help me get what I need. How many times have you had to travel half the aisles of the store searching for help only to be met with a poor attitude? Or my favorite, an associate will see me; seriously - they will look right at me, then quickly look away. What was that? During the holiday season, the customer to associate ratio can be 50:1. This is overwhelming for the associate and more than likely results in slow service for the customer. Trust me, as customers, we get it. It starts with the darn parking lot....that's another story. BUT, if the store has a culture of making a connection with the customer, albeit a quick smile, hello or name exchange, it makes a positive difference for the overall customer experience.
Here are 5 greeting tips that I believe are an absolute must.
Tip #1: Smile. It's great to be greeted with a smile. This one can be heard over the phone as well! Smiling breaks a barrier all by itself.
Tip #2: Make eye contact with a smile. Maybe because I am born out of the retail world, but I know exactly what the sales associate is saying to me when they give me the nod with eye contact. That's a multitasking hello. Their hands are busy AND they are in mid-sentence with another customer. They are alright in my book. Out of respect for the customer they are working with, I'll wait my turn and have that person help me out if needed. The point is I was acknowledged!
Tip #3: Name Exchange. This is one of my favorites. Possibly because it very rarely happens. During my store management days, we really focused on this. Many name badges only have the store name on it, not the sales associate’s name. With a quick introduction that includes your name and asks for the customer's implies that we are welcomed to call upon you and that you will more than likely come check on us. It also helps the customer recall the associates name at the checkout!
Tip #4: End your personal conversation. I have walked in on too many conversations that were definitely not meant for the salesfloor and when the customer walks in, it's as if we are interrupting! Be professional and keep the personal conversations in the break room. It makes it really awkward for a customer to come to the associate.
Tip #5: Ask open ended questions. I hear this all too often "Do you need help with anything???....???" + no smile + they are busy doing something + no eye contact = my answer "No..uh, no thanks". Open ended questions will help the sales associate direct the customer to what they are looking for, or can simply take their mind off of the chaos that may be happening in the store at that moment.
I'd love to hear from you. Share your thoughts or experience with us.
