The Active Greeting Standard is the act of acknowledging the customer as he or she enters and leaves the business. It incorporates courtesy and attentiveness in order to build or build on an effective relationship with the customer.
- Customer is greeted within 10 seconds of walking into the business even if the employee is busy with another customer or task.
- Employee makes eye contact and smiles as the greeting is delivered
- If the employee is busy with another customer, the new customer is told that someone will be with him or her soon
- When the customer leaves the business, employees within 15 feet will thank the customer for coming in and add an appropriate statement encouraging him or her to return
Why This Is Important
Saturday I went shopping for slacks that I could wear to work. I was also interested in a casual jacket, heavier than a windbreaker, lighter than a coat.
I walked into a Joseph A Bank store plastered with signs advertising a 50% off sale. There were at least two sales people in the store, one of them engaged in a conversation with a woman about the differences of living in
I walked half way to the back of the store and checked out some slacks. Having never been in the store before, I was unsure if there were others in which I might be interested.
I then wandered over to where I found some jackets and looked at them. I’d now been in the store five minutes or longer and still no one had acknowledged my presence. I left.
A few minutes later I walked into an outdoor clothing store called Backwoods. I was immediately greeted by a friendly sales associate. I told him I was looking for jackets and we found one I liked. Impressed with the clothing in the store, I agreed to be signed up on the mailing list. When he discovered my birthday was the prior Saturday, he mentioned that customers on the mailing list were given birthday presents. He gave me a nice Osprey messenger bag.
I’m going to ask my wife to buy me the jacket I looked at, for Christmas, because he led me to one I liked and he worked at building a relationship with me. He exceeded my needs.
By the way, I bought the slacks and several shirts at Dillards. Sorry about that, Mr. Bank.