Learn six simple steps on how to deliver a world-class greeting to retail customers consistently to make them feel welcome.
- Years ago I called a water delivery company for a consulting research. A robot voice answered my call and asked, zip code. I entered in my zip code and then a live person answered the phone and asked me again for my zip code. Uh, not a world class greeting. Your greeting affects how you are treated from the customer, what they expect of you, and how smoothly that interaction will go. Here are six easy steps to a world-class greeting.
First, smile. Even when you answer the phone your customer can hear you smiling. Second, thank your customer for calling or coming into your store. Your customers have a lot of choices when it comes to deciding where to spend their money, right? When they choose your business they're paying your salary and livelihood. Third, mention the name of your company, especially when someone calls you on the phone, saying hello when you pick up the phone is not enough.
Fourth, introduce yourself and tell the customer your name. Introducing yourself the way you would in any other conversation will do that for you quickly and naturally. In customer retail interactions your goal is to build a relationship with that customer. Whether the relationship is for five minutes, five hours, or five years. That's what will get them to come back again and tell their friends to do the same. Fifth, ask the customer their name. Studies show that there's not another word in any language that you would rather hear than your own name.
Using your customer's name builds likability, trust, and respect from that customer. Sixth, ask an intelligent question at the end of your greeting. So an example of the six elements together may sound like this on the phone, thank you for choosing Pure Customer Service. My name's David, what's your name? Nice to meet you, Jennifer. How can I help you today? When a customer walks into your store your greeting may sound like this, welcome to Pure Customer Service. Thanks for coming in. My name's David, what's your name? Nice to meet you, Jim.
What can I get for you today? Practice these greetings and watch how your customers, your coworkers, and your boss respond to your professionalism. You got this.