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Updated on by Andrew Jensen 20 Comments
When entering a store, most customers want to see an employee make a genuine effort to acknowledge and assist them. As a customer in a hurry, I might be just looking for one specific item and may need the assistance of the employee. However, if I am ignored and my time is wasted waiting for help, I will move on to another store. With so many online and physical retail options available now, if that first store doesn’t satisfy my needs, there is always another one that will. That store may very well have sold the product or service I was looking for. However, poor customer service cost them the sale.
Greeting the customer can often be the most important aspect to closing a sale. Take these 5 tips to ensure your customers never walk out your door dissatisfied:
1) Smile with your greeting.
Sam Walton was probably onto something when he hired employees to specifically greet customers entering the store. Customers want to hear words of greeting and see a smile. If the employee at the door appears grumpy and doesn’t even offer a simple “Hello. Welcome to Wal-Mart” the customer will most likely start their shopping experience off in the wrong mood.
2) Stop what you are doing.
Yes, you may be stocking the shelves or taking inventory. While these jobs are important to the everyday functions of the company, your customer is the reason you are stocking those shelves. A customer should be greeted within 30 seconds of entering your store. Stand up from your task and offer a smile and words of greeting. After offering assistance, you can return to the shelves.
3) Show, don’t tell.
When the customer enters your store, they will most likely inquire about a specific product. Rather than sending them to aisle 19, somewhere near the middle, on the 5th-7th shelf down, walk with them to the aisle. Take the time to show them exactly where the product is. It will only take a few seconds and your customer will appreciate your time and effort.
4) Ask questions.
Consider a hair salon that stocks dozens of different products that offer many different functions. If a customer comes in and wants hairspray, selling them just any hairspray won’t do. You may specifically ask them the type of hold, scent, and liquid, spritz, or mist they are looking for. Rather than deal with a customer complaint when the product doesn’t serve the desired function, take a moment to ask further, often imperative questions.
5) Dress professionally.
Because you will be the first face that a prospective customer sees, be sure to dress and act professionally. Avoid wearing provocative outfits that may offend customers. Rather, choose conservative, professional outfits that are appropriate for your work environment. If you present a neat, groomed appearance, your customers will feel more comfortable during a sales transaction.
The second a prospective customer walks through the door, they will be analyzing many aspects of your business. Be sure to offer them a warm, professional greeting, assistance, and quality customer service. Ignoring or downplaying their importance is dangerous for your company’s success. As Sam Walton once said, “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
About Andrew Jensen
Andrew Jensen, a business growth, efficiency & marketing consultant, provides business advisory services for clients in the Baltimore; Washington, D.C.; York, Hanover, Lancaster & Harrisburg, PA regions. Andrew advises regarding business growth, productivity, efficiency, business startups, customer service, and online/offline marketing.
Reader Interactions
Comments
Maritza saysI would like to know how to treat and greet at lost and found job.
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- COCO says
BE YOURSELF and NEVER GIVE UP
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- teresa says
I would like to know ,in how many seconds or minutes employee hast to greet a customers, after, when they walke in to the store?
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- June saysSee Also10 Ways to Impress Customers: Make a great first impression on the phone - ClientTether5 factors to consider when choosing a restaurant9 Essential Steps For Opening A Restaurant (Free Checklist)"Say Hello!!! Greet Everyone!!! Greeting is the Key To Communication and triggers positive Vibes!!!".
Thanks Andrew the above info was excellent. Teresa, the first 30 seconds are the most crucial when dealing face to face or over the phone with the customer.
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- Mike Armstrong says
If I don’t greet my customer within 10 seconds, there is a group of sales people watching my every move that will. I like starting off with a good morning, welcome to rooms to go, have you been In before? I’m gathering Info and The the same time offering assistance or the choice to browse with the alternate of choice greeting. After welcoming a customer back or welcoming them in for the first time, I ask them if they would like to look around or if I can direct them to something. Really takes the pressure off if they want to browse, but let’s them know they are free to look if they choose. Now, , if I get the feeling they are trying to run away faster than I can greet I’ll hit them with a welcome to rooms to go, please feel free to browse all you like and that way they can begin to put they’re guard down. This is the time I’m watching gathering and information getting ready for the qualification when I read approach.
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- Shana Mitchell says
Our new chip readers cause much confusion to our customers, and our cashiers are finding difficulty in explaining how to use them showing impatience and frustration, sending a negative message to the customer. How can I make this a positive experience starting with the cashier and having the new positive information filter down to our customers.
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- Madison Reynolds says
Hi Shana,
To become more familiar, I would start with any staff who is going to be in contact, review how to work the chip reader. And if the problem still persists, I would try putting a, on thin film that is sticking out, about a few millimeters below in the space where their card would go, that says a fitting resolution such as: “please enter card [here] chip end first“.
Best,
Madison ReynoldsReply
- raffy bolohabo says
hi im raffy working as a room attendant in hilton hotel in abu dabhi i wouldlike toknow how to greet the guest in a proper way,
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- KENNEDY GUMPO says
what are the most basic ways to treat a customer when he/she starts a fight in the club or restaurant?
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- mamudou jallow says
i think the first impression of the customer is very vital to the establishment thus in getting the attention of customers first politely greet with a smile, overcome any shyness, be confident of whatever you are saying to them and ask short and precise questions to confirm from themlike have u made any reservations? etc. then ask them to follow where you will them to then it continues…..these can be done within approximately 30 second
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- selina says
how to handle an angry and upset customer ?
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- Richard Scope says
Totally meaningful,thanks bro
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- Brown says
I would recommend telling them to leave the store and bring their attitude with them. [edited] dont deserve any respect.
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- Sharon Felton says
Thank for sharing this post. In one of the blogs on notCY was mentioned that a courteous greeting is a great way to make a positive first impression on a customer, and there is the risk that a customer will not make a purchase in the absence of a proper greeting.
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- Muhammadu Buhari says
Selina, we have written several articles and resources on dealing with upset and angry customers. We know your pain! Please check these out for tips on dealing with rude customers professionally: 9jastudent.com
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- Nic albert says
Question: Wich of the standard operating procedure of greeting the guest is the best in dealing with the customer?
Choises:
a.be calm in dealing with the problem.b.first impression is lasting in an industry.
c.never neglect the first contact with the client.
d.welcoming is the first impression that the customer will remember to comeback.
Plsss. Help
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- Roger Biggs says
Is this an American thing? I live in the UK and if an employee came up to me when I’ve just walked in the door I’d think they were being way too pushy for a sale, even if they were just saying “Hi”.
It would definitely make me uncomfortable and make me want to leave the shop at the earliest opportunity.
But I’ve seen reviews online from Amerca where people have specifically called not being greeted as a reason for giving a bad review, So I completely believe this is a big deal over there.
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- Meghan Mc Laughlin says
how to greet a customer in a restaurant?
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- Melody says
How do I look at the customer when greeting them in a Restaurant? Faceing down, or looking at their face or looking straight to their eyes?
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- Peter Robertson says
I disagree with point 2 (Stop what you are doing). If someone does that to me, I will tell the person I have obviously interrupted an existing harmony, and kindly request he/she return to what he/she were doing before I entered the scene. Firstly, it will not be a bother to my waiting a little bit longer. Also to me these harmonies are so important, it establishes a proper timing of things. FYI I am not a fan of the sort of greetings I hear so often, eg. why ask someone “How can I help you today”? What’s wrong with the more direct “Can I help you”? Actually most of the time I am just curious and just observe what a store has on offer, and do not want to be disturbed.
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