“Hi! How are you? Can I help you?
“I love your dress/sunglasses/handbag/hair/insert anything else you can think of….”
How many times have you heard this greeting as you wander around shops in a big shopping centre? Again and again and again, shop after shop — it does my head in as a consumer.
It’s like sales staff are programmed to say the same thing to every customer and it sounds so insincere.
I was thinking of this as I was briefing one of my lovely team who was working her first full day by herself this week. I reminded her how important that first impression is.
I’ve asked all my staff to do as I do and say something akin to the below when a customer walks into the shop:
“Hello and welcome!
Please enjoy browsing
and let me know when I can help you.”
These words are cheery and bright and inviting. They empower the customer and put them at ease.
I can even see that. Many customers smile in surprise and then I can see them visibly relax, especially those who just like to be left to themselves at first … like me!
Maybe that’s why I am such a stickler for this. I like to be acknowledged when I enter a shop, but then I like to browse in peace and if I need help, I’ll ask for it.
These words manage to do everything … they acknowledge and greet the customer; they invite them to view gorgeous shoes at their leisure; and assure them they won’t be interrupted until they would like assistance.
Of course, for those who want help immediately, they just say so and it’s provided.
As they say, you only get one chance to make a good first impression.
Until next time
Carol & CCx