We were shopping for meat at a local grocery store where their employees are REQUIRED to greet and help any/all customers. A meat cutter pushing a cart of meat past us and said, “Hello, how are you, let me know if I can help you.” He said this so fast and pasted us so fast, that it didn’t sound like he meant it. Within 5 minutes he said the same line to us 5 more times and treated everyone else around us the same.
As we entered the big box store we were immediately NOT greeted by the greeter. She gave the “I don’t care smile.” What do you get paid to do again, oh yeah greet people.
What should have happened:
Give a greeting that is believable
Remember who you talked to in order to properly follow-up
When you do greet and follow-up, don’t make it robotic, make it different each time
Customers can read you as much as you can read them. Don’t be fake, it will show, don’t be bored, it will show.
Today my family and I went to a shoe store to buy shoes… go figure! My husband picked out his shoes while our daughter and I walked around waiting for him. After he picked out his shoes he asked if he could leave his shoes at the counter so we could pick out our daughter’s shoes. The cashier nodded. After we picked out her shoes and paid for our shoes, we went to the car and put on our new shoes. Our daughter’s shoes tore instantly. I went inside and started the exchange. The cashier had to get her manager to override the transaction. The manager came out and did her thing on the computer and put the new and old receipt and the new shoes in front of her and just looked at me. Getting her hint, I grabbed my receipts and shoes and left.
When your customers walk in the door, always take a second to greet them even if you are busy. When you have a chance, walk up to them, follow these instructions:
Pay attention to what they are doing
Tell them about any sales
Offer them help. This will benefit both parties by increasing your sales, decrease shoplifting, and having a happy customer.
MANAGERS!!! YOU REPRESENT YOUR COMPANY EVEN MORE THAN YOUR CASHIERS. When you are interrupted by you cashier, do not let your frustration show. Your customer is more important than what you were doing before. This is what you should do:
Apologize for the inconvenience
Process the transaction promptly
Thank them for their time
Wish them a good day
As employees of a store, you are a team, act like it because it will show. Also, customers give you your job, show them your thanks.