BE ACTION MINDED
In part 3 of my BAM! Training program, I give you the shortest training on greetings ever created. It's ONLY 3 seconds long!
Early in my career I worked in retail and in restaurants as many of us have and frankly I think ALL of us should. Working with the public on a daily basis gives you an appreciation like no other. In one of my earliest jobs I worked in a fine jewelry store and all employees were required to greet everyone who came into the store- immediately. At first I thought it was silly and wondered why it had to be immediate. It was later explained to me that it was not only a customer service issue but it was also a security issue. Who'd a thunk?
It got me thinking though... acknowledgement as you enter the threshold of a business is never a bad thing! I started observing how long it took to be greeting, if at all, and it definitely impacted my desire to proceed. In fact, I believe it can make the difference between a sale and not.
How often have you entered a boutique, shopped, found an item to try on and had to search for a sales clerk. Have you ever mistaken another shopper for an employee? I have, oops! Have you ever approached the host stand at a restaurant and then had to flag down a server or busser to find the host? How long have you waited at reception desks in professional offices waiting for the attendant to return?
These delays in service are actually your business creating unnecessary obstacles for your customers to do business with you and will set a tone for their entire experience. In truth, the experience begins before they hit the front door (a good topic for a future blog) but you can greatly impact the outcome once they have darkened your doorstep.
Recently, I've been working with a client that has very young front line employees and I've been creating short, easy to consume training modules for the team.
Here is Bam! 3 Second Rule for Greeting Customers!
3 Seconds to LIFT OFF!
When guests arrive they must be greeted within 3 seconds!
3. Be Watchful! Be expecting customers at all times!
2. Act FAST! Drop whatever you are doing!
1. Be FRIENDLY! Smiling is always the best greeting! Be warm, be excited to see them, be respectful and be attentive!
"Hi, Welcome to ____! How may I help you?
There are many distractions and other work that needs to be completed so it's easy to forget why we are there. However, the customer standing before you must always come first. They should be prioritized over the person emailing and phoning because this customer got into their car and drove across town to do business with you. The best way to differentiate your business from your competitors is to offer a better buying experience. The little details like greeting someone when they enter your place of business can be the edge you need in today's highly competitive business-scape. When it's this simple, why wouldn't you?
If you are interested in seeing the other segments of Bam! Training click here! If you would like me to help train your team, click here! If you need other business consulting or marketing consulting or other random suggestions click here!
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