DON’T ACKNOWLEDGE ME
Effort goes a long way. Customers are very, very patient and understanding if they feel like they’re shown some respect and recognition. How best to do that? Staff needs to make sure they show their customers that they know they are there.
Even if you are busy, on the phone or with another customer, to just make that moment of eye contact and a gesture speaks volumes. A simple nod can say, “I see you. You can see I’m busy but I will be with you as soon as I can.”
I have been in a local cell phone store and waited 10-12 minutes without a single hello. The store was empty and they knew I was there (it’s not that big of a store) and still nothing. I started looking at things I didn’t even want just to see how long it would take for a “hi.” I finally left.
Will that experience stay with me? It was months ago and I’ve told everyone in earshot.
I’m actually tempted to bring a stopwatch with me around town just to see how long it takes to be acknowledged. Is your business a pass or fail?
When it comes to customer service, some effort is always better than no effort…but set your goals higher.