How do you want your customers greeted…does your staff really know?

When a customer walks through your door does your staff greet them warmly and sincerely, do they make sure that the customer feel’s truly welcome and appreciated for walking into your establishment?

So what are the elements of a good greeting?

1. Immediate recognition. Don’t wait even a couple of minutes to acknowledge your customer. If you are anywhere in proximity of your customer say hello.

For example:

  • Whenever you walk into Moe’s Southwest Grill the staff yells “Welcome to Moe’s”
  • At Cold Stone Creamery as soon as you walk in a staff member will say “Welcome to Coldstone”
  • Or you can say “Welcome to Bob’s Java, my names John, what can I make for you today?”

2. Avoid “How may I help you?” this question allows the customer (in a sales situation) to say “just looking”. Start off with “How are you?” or comment on something they are wearing “great glasses, where did you get them?” Size them up as soon as they walk in the door.

  • For example a middle aged woman walks in with two small kids, she seems a bit rattled and she is wearing a Soccer Mom T-shirt. As she approaches the counter, a conversation might begin like “Welcome to Bob’s Java. Looks like you have your hands full. Did you just come from practice or a game?” and she says “Oh no! Thank God, soccer ended last month.” (“You Can Compete” by Bob Phibbs

A response back might be:

    • “My sister said that very thing when her kids were done with soccer for the season”
    • ” My neighbor has 3 boys who all play soccer, I bet she would have to agree with you”

3. Understand them. Begin your relationship with the true goal of finding out their unknown wants, needs and desires and making sure that you fulfill them.

Having a proper greeting and a proper salutation as they leave are important steps in getting your customers to return. Go over with your staff some examples of everyday of “Goodbye Greetings”. That will be the last thing the customer remembers and it should definitely leave a good impression. For example:

  • “Have a nice day, hope to see ya again soon”
  • “See ya later Joe”
  • “Thanks for stopping in, have a great day”

For more information visit www.kmocoffee.com and for more ideas visit www.improveyourprofits.com, for up-to-date information on Kaffe Magnum Opus visit www.twitter.com/KMOcoffee or you can contact me directly at Ciara@KMOcoffee.com or at 1-800-652-5282

 

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