The Importance Of Greeting

Have you ever noticed that some customers come in with an attitude? Often it isn’t about you, but is based on another experience with another person they have dealt with. So what can you do to remove the chip and break down the wall?

Greet your customers warmly and sincerely. A truly warm welcome can be totally disarming.
A good greeting not only starts things off on the right foot, it can also build a strong foundation for the future.

Have you ever had a bad experience with one company, only to expect the same experience at another? Car dealerships are a great example of this. Even if you have a bad experience at one dealership, it doesn’t mean the next time you buy a car somewhere else, the experience will be the same. However, the moment you set foot on the new lot, your defenses are up.
One way to diffuse this automatic defensiveness with your customer is to focus on your greeting.

1. First, do an attitude check. Before you start your workday, do a personal inventory: How are you feeling? Are you tense? Are you rested? Did you just have a frustrating drive in to work? Be aware of how you are feeling and what you are thinking and leave any negative emotions at the door. You’ll find it is too hard to automatically treat others well when you are battling with your own problems.

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 him or her. 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 him or her and will soon be with them .Whether you are the sales person or the CEO, say hello to the 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 people have 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 the fact is, there are many cultures that find a handshake offensive. With the world getting 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 off 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. Conversations like these can often help you start building rapport. But if your customer doesn’t like small talk get to the point quickly.

6. Understand your customers. Begin your relationship with the true goal of finding out their wants and needs and 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 steps will help you start building greater rapport and trust with your customers. The sooner you build rapport and trust, the sooner you can remove that chip from their shoulder or start tearing down their wall and create a customer for life.