Team Alpha 375

Six Simple Steps to a Great Greeting

By: Laurie Brown

Even though greeting your customer seems so basic, aren't you amazed at how often people fail to greet their customers properly - leaving them feeling ignored and poorly treated? A good greeting not only starts things off on the right foot, it can also build a strong foundation for the future.

You only have about five seconds to create an impression with your customers - make sure it is a good one! So, what are the elements of a good greeting?

1. First, do an attitude check. Before you start your workday, do a personal inventory: How you are feeling? Are you tense? Are you rested? Did you have a frustrating commute to work? Did you have an argument with someone? Be aware of how you are feeling and what you are thinking, and be sure to leave any negative emotions and thoughts at the door. You'll find it is very hard to naturally treat others well when you are distracted with other issues.

2. Immediate customer recognition. Don't wait even a couple of minutes to acknowledge your guest's presence. If you are in proximity of your customer, say hello. If you are with another customer you can still acknowledge them. Nothing is more frustrating than waiting for someone to notice you. A simple nod of the head, eye contact, or a brief comment will let the person waiting know that you have seen them and will soon be with them. Whether you're the janitor or the CEO, say hello to a customer as soon as you can. No matter what your position - you're in the customer service business.

3. Make the greeting warm and sincere. Customers have sincerity radar. They can tell if you are "faking it." One of the best ways to ensure that your greeting is warm and sincere is by expressing your gratitude. The more that you can feel appreciative that this person has decided to do business with you, the better you will treat them.

4. Handshakes are optional. It is usually standard practice to make sure that EVERYONE gets a handshake, but there are many cultures that find a handshake inappropriate or even off-putting. As our world becomes more culturally diverse, the best tip is to wait with your hands at your side until the customer makes the first move and then respond by doing what they do, whether it's a handshake, a hug, or a bow.

5. Avoid asking, "How may I help you?" In a sales situation, this question allows the customer to say, "Just looking," at which point you are already at a disadvantage. It's better to start with, "How are you?" or a compliment on something they are wearing, such as, "Great glasses, where did you get them?" or even a comment on the weather. Conversation starters like these can often help you build rapport as you start to engage with intelligent questions that will uncover their buying motives.

6. Understand your customer. Begin your relationship with the true goal of finding out their wants and needs. Then try to make sure that you fulfill them. Working with this goal foremost in your mind will help define every action you take.

Following these six steps will help you start building greater rapport and trust with your customers. Take a simple greeting and turn it into the beginning of a potentially long and profitable relationship with your customer.