Thursday, January 15, 2009
How to Greet Your Customer-Attitude is Everything!
In a comment on a recent post Mr Q stated "The standardized greeting is a nice idea, one from which many businesses could learn. The other element, of course, is HOW the greeting is delivered... is it forced or insincere? If so, the WHAT will be completely lost in the HOW. So, as with all good managers, the mayor and/or city council must pay attention in an ongoing fashion to both the message and the delivery."
It was such a great comment I decided to write more about it. MrQ is absolutely correct. The HOW the greeting is delivered is absolutely essential. The following is from my soon to be published book "The Greet Your Customer Manual"
The most important element of your greeting is your attitude. No matter how hard you try to fool people, a negative attitude will be apparent. You give it away through your facial expressions, body language and vocal tone. Sometimes you reveal a negative attitude through what you doan't say or do.
A good attitude is one that is appropriate for your position of business. Clearly a funeral director needs to project a more somber attitude then a balloon store clerk. But both should be connected to their customers and concerned with their needs. Yes even the balloon clerk.
For most businesses, a good attitude means that youa re positive and upbeat, but in a genuine way. A phony cheery greeting has never once been mistaken for a good attitude. You can't successfully paste an insincere smile on your face in order to mask your true feelings. ou need to smile warmly and show enthusiasm for your customers.
So check your attitude. How would you feel if you were greeted in a similar fashion to the way you are greeting your customers?