December 13, 2014
December 13, 2014
What is the point of the first words of your greeting to a customer?
A. So customers know you work there and are available.
B. To put potential thieves on notice that you are watching.
C. To be be nice.
D. None of the above.
The correct answer is, "None of the above." The point of the first sentence out of your mouth is for the customer to want to hear the second sentence out of your mouth. That makes you interesting.
The customer wants to know more.
Much like the heading of a news story, that's all a greeting should intend to do.
To get them to want you to speak again ...
That happens when you set up the customer to be comfortable around you first by your words and actions,then letting them lite at a display or section and saying something positive as you return. As long as you don't blow the greeting, they'll be interested in what you have to say and a relationship can form.
A friend of mine told me a story recently about a grandmother who worked as a waitress. Each day she came home and emptied her apron onto the dinner table and told her daughter, "Here is the money I made as a result of the relationship I made with them today."
Blow the greeting, and you'll encourage rudeness, cell phone useage, price checking by smartphone, the works. Why? Becuase you didn't get them to want to hear anything from an actual person.
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David Ogilvy's famous headline for a Rolls Royce was simple, "At 60 miles an hour the loudest noise in this new rolls-Royce comes from the electric clock."
David Ogilvy wasn't the first as he heard from an ad agency in the UK cited their advertisement for a Pierce-Arrow in 1933. Good ideas, like greeting a customer in a way they'll want to hear more, are worth borrowing.
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