A simple greeting can cause your customers to form a lasting impression (be it positive or negative) in one second flat.
A greeting makes us feel welcome, like we belong. When I working at PUREBEAUTY, we had every associate greet every client who walked with, “Hi, Welcome to PUREBEAUTY.” In surveys with our loyalty program club members, some stated that they didn’t need to be welcomed every time they walked in. They knew where they were. But 9 out of 10 loved the greeting. Why? Because employees in retail are so lackluster these days, that the simple acknowledgment of the client with a friendly greeting made their in-store experience better, and helped them form a positive impression of the store.
A simple greeting did all that. Can you imagine?
So focus your store team on how they’re greeting customers. First, make sure your new greeting is brand-relevant. Next gather your team around and inform them that starting now, you’re going to be employing the new greeting. Then listen in to make sure every employee is using it to greet your customers, every time someone walks in. Simply correct them as they go if they’re using the wrong greeting. In no time, that one second impression your customers form will be a positive one associated with your employees and your store (and you’ll be better than 99% of the stores out there).
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