Customer experience experts agree that how you make your customer or client feel is one of the most effective ways to grow your business.
Let’s talk about that concept. It’s much easier, especially in a brick-and-mortar store, to help your customer feel good about walking through your doorway. One of the most powerful ways to do that is for you or any of your team members to greet the customer by looking them directly in the eye, smiling, and saying hello. After they’ve made a purchase, you now have another opportunity to look them in the eye with a smile—and this time, use their name (which you most certainly learned during the transaction) as you say goodbye.
Let’s take a closer look at what actually happens with that approach and why it’s so effective in building a quality customer experience:
Look Them Directly in the Eye
It’s been said that “the eyes are the windows to the soul.” There’s a lot of truth in that statement. When you look someone directly in the eye, you establish a momentary bond with that individual. It tells the person that they are your main focus and that all your attention is on them. Remember the people you serve want to feel important. You can help them feel that way if you make good eye contact and have a desire to help them.
Smile
A smile is one of the most powerful things you—or your employees—can offer your customers and clients. It nonverbally communicates that you like them, you’re glad they’ve come to your business, and you want to make their visit a pleasant one. There’s an ancient Chinese saying that offers great advice:
“A person without a smile should not open a shop.”
Stop for a moment and ask yourself: How do you feel when someone—whether a friend or a stranger—frowns at you? On the other hand, how do you feel when that same person smiles at you? I think you’ll agree there’s a world of difference between the two, with the smile being the preferred response.
Say Hello
By simply acknowledging someone who walks into your store with a cheerful “hello,” you make that person feel both special and welcome. That’s exactly what your customers are looking for when they visit your business.
Use Their Name
One of the best ways to deepen the connection you’re forming with your customer is to use their name. If you didn’t know their name when they walked in, you certainly have a chance to learn it before they leave. When you introduce yourself, ask them for their name—or simply catch it from their credit or debit card during checkout.
When they leave your business, if you’ve used all four of these elements—eye contact, a smile, a greeting, and their name—you’ve created the beginning of a beautiful relationship.
Tom Borg is a small business consultant, speaker, and author of the book True Small Business Brilliance – How to Think Differently, Build Your Team and Boost Your Profits. You can reach him at 734.812.0526, tom@tomborg.com, or www.tomborgconsulting.com. © All rights reserved.
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