Exhibit A: I went with my mom to the radiology clinic on Monday for her 13th “rad.” Mom had told me about Wendy, one of the workers. Every day, with every patient she greeted them effusively with a big smile on her face. She inquired about them with genuine interest.
She made them feel welcome and loved.
Exhibit B: At George Bush International Airport (IAH) there’s a bookstore called “Simply Books” in Concourse C. With a 90-minute layover, I noticed the bookstore and stopped on the edge of its entrance. “How ya doin’?” I looked further into the store and saw the lone employee, C______, welcoming me into her store. She had the brightest smile I’d seen all day, and it’s fair to say I’d seen hundreds of people in Atlanta and Houston that day. I lingered in the store and listened as she greeted every single customer in a similar fashion. I selected a book, took it up to the register and while paying for it, asked her if she smiled for everyone because she wanted to or if she was required to. She looked me straight in the eye with a smile on her face and told me it was because she wanted to. Let me be clear here. I walked into the store to browse. I have six unread books at home. But C______ made my experience so pleasant that I spent more time in the store and by doing so, discovered a book I wanted to read. Between Atlanta Hartsfield (ATL) and IAH, I had been into at least four bookstores or newstands before I walked into C_____’s store. The clerks in the other stores were like robots compared to her.
Exhibit C: Today I dropped by a fellow Toastmaster’s office. His company sells insurance to small business. When I opened the door and walked in, I was greeted by the receptionist who gave me a big smile.
Each of these three people made me feel welcome as I walked into their place of business. In the first case, Wendy made a definite difference in the lives of many sick people and their caregivers. I told C_____, at the bookstore, that if I ever opened a store, I wanted her to work in it.
Do you and your employees greet prospects and customers as effusively as the three above? Do prospects and customers feel welcome seconds after they’ve walked into your business?
Smiling is viral. As demonstrated here, it can create positive word of mouth advertising for you. It also opens wallets.