In my last post I recounted an example of being ignored when I entered a retail store. I proposed an Active Greeting Standard against which all employees should be measured.
There are two other instances when such a standard would be productive.
First, I belong to 24 Hour Fitness, a health club. Friday, after a great spin class, I walked past the check-in desk on my way out. There were two employees engaged in conversation. As I passed them, I said, “Have a great day.” One of them immediately responded in kind.
I shouldn’t be the one to initiate the conversation. Any time a customer is exiting your establishment, any employee within a given distance should thank them for coming in and encourage them to come back. The advantage to this is that soon you’ll get a reputation for friendlier service and customers will be more willing to create positive word of mouth advertising about you.
This also works outside a retail environment. In my career with the American Cancer Society, I frequently pass strangers in the hall ways. I make it a point to smile and say hello. If they look lost, I make it a point to see if I can be of help. I usually wind up taking them to a different part of our building where they can access many of our free patient service programs. As I take them to our local offices, I engage them in conversation.
The outcome we should be encouraging here is that the customer walks away with the belief that everyone associated with that particular organization is friendly and more approachable. If a customer believes you and your employees are more approachable than your competition, they’re more like to give you return business.
Do you have an active greeting standard?
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