How do you greet your customers... does your staff really know?
When a customer walks through your door greet them warmly and sincerely, make sure that they feel truly welcome and appreciated for walking into you establishment.
So what are the elements of a good greeting?
1. Immediate recognition. Don't wait even a couple of minutes to acknowledge your guest. If you are anywhere in proximity of your customer, say "Hello". If you are with another customer, you can still acknowledge them and let them know you will be with them as soon as possible.
2. Avoid "How may I help you?" This question allows the customer (in a sales situation) to say "just looking". Start off with "How are you?" or comment on something they are wearing... "great glasses", "where did you get them?” Size them up as soon as they walk in the door.
For example, a middle aged woman walks in with two small kids, she seems a bit rattled and she is wearing a Soccer Mom T-shirt. As she approaches the counter, a conversation might begin like this: “Welcome to Bob’s Java. Looks like you have your hands full. Did you just come from practice or a game?” and she says “Oh no! Thank God, soccer ended last month.” Then you can tell her of an experience you had planning soccer as a kid with your Mom running you around, or how your sister has kids and she takes them to all their games. Make the customer feel welcome, not rushed to order by saying “How can I help you?” as soon as she walks in. Even a comment on the weather can work.
3. Understand them. Begin your relationship with the true goal of finding out their wants and needs and making sure that you fulfill them.
Having a proper greeting and a proper salutation as they leave are important things in getting your customers to return. Go over with your staff types of “Goodbye Greetings”. That will be the last thing the customer remembers and it should definitely leave a good impression.
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