I’m not a picky person. I simply want to walk into a business and be treated nicely by friendly people. I want to get my stuff then get the heck out. Am I asking too much to be greeted with a smile? Am I asking too much for employees to be helpful? Do I really have to ask for everything that should be a natural part of every business transaction?
Real World Stories: Within two days, I experienced BAD service in four stores: one retail outlet, two restaurants, and one mailing service. I walked into 
all four establishments and couldn’t find anyone to help me. In three of the four, I had to hunt down someone to help me. When I finally found a staff member, they looked at me like I was a complete interruption and nuisance to them. In the fourth location, I was asked, “Did you need something?” (Did I need something? Yes, I needed to be greeted with kindness and a smile – for darned sakes! – but I digress.)
In all four businesses, I felt I had to beg for help, for service, for employees to do their job. Is it my responsibility as a customer to ask staff members if I can buy a cup of coffee, or purchase a piece of furniture, or buy mailing stamps? Do I have to ask them for permission to serve me?
Don’t companies realize that when customers like you and me have a bad initial impression, it sets a low expectation for the rest of our visit? And if we leave with a bad impression, we will never return. We may even write a blog post or a negative review about our experience. Don’t companies know that when they don’t care about their customers, their customers don’t care about them? Of course, the successful companies know this, so they are constantly doing things to improve the customer experience and, thus, consistently thrive while other companies take dive after dive until they go out of business. No wonder, huh?
Strategies that Turn it Around:
- I’ve said it once, and I’ll say it again: Greet customers within the first 20 seconds of them arriving into your establishment. Eye contact, a smile, a wave—all go a long way in setting expectations for great customer service.
- If a customer looks like she needs help, offer to help her. Don’t wait until the customer gets frustrated and hunts you down.
- Look for opportunities to over-deliver. “May I carry this item for you to the front register while you continue to shop?” “I see that you are in a hurry. May I help you get some of the items on your list?” “I’m sorry no one was able to greet you when you arrived. May I offer you a free appetizer?”
Remember: First impressions matter and set the tone – either positive or negative — for any customer service interaction. So take the time to make a great first impression and watch your company thrive.
What do You do to create a memorable first impression? Please share in the comments section below.