Episode 20: The Art of Greeting and Assisting Customers
Episode 20: The Art of Greeting and Assisting Customers
Hey there, store owner! Mike Hernandez back with another episode of "Smoke Break." Today, we're talking about something that seems simple but can make or break a customer's experience – how we greet and assist customers who walk through our doors.
I remember working with Rick, who couldn't figure out why customers weren't connecting with his store. His prices were good, his store was clean, but something was missing. Turns out, his staff was so focused on stocking shelves that they barely looked up when customers came in. No greeting, no smile, no connection.
Let me tell you about the transformation at Helen's store. She made one simple change – requiring every staff member to greet customers within ten seconds of them entering the store. Not just a mumbled "hello," but a genuine welcome. The difference was amazing. Customers started lingering longer, buying more, and actually smiling back.
Here's something fascinating about customer greetings. Randy, another store owner I worked with, noticed his morning rush customers seemed stressed and hurried. He trained his staff to be extra positive during these times, saying things like "Great morning to see you!" instead of just "Hello." Those small changes helped customers start their day on a better note.
Now, let me share what happened at Teresa's store. She had a regular customer who seemed grumpy every morning. Instead of avoiding him, her staff made an extra effort to be friendly. They learned his name was Joe, and he worked night shifts. Soon, Joe became one of their biggest supporters, bringing his whole work crew in for coffee.
Here's where many stores get it wrong – they think greeting customers is just about saying hello. But it's really about making a connection. Take Mike's approach. His staff doesn't just greet customers; they learn to read body language. If someone looks lost, they ask if they need help finding something. If someone seems rushed, they offer quick, efficient service.
I worked with a store where the staff was nervous about seeming pushy. We trained them on the difference between being helpful and being aggressive. Now they ask open-ended questions like "What can I help you find today?" instead of just saying hello. Sales have increased because customers feel comfortable asking for help.
Let me tell you about the power of personalized greetings. Sarah started keeping track of her regular customers' names. When they'd come in, her staff would say, "Good morning, Mr. Johnson!" instead of just "Hello." Those customers began to feel like part of the family.
Here's something crucial about timing. Jamie's store was busy training staff on proper greetings when we noticed something – customers were being greeted multiple times by different staff members. It was annoying. We developed a system where staff would acknowledge if another team member had already welcomed the customer.
Here's a question to check your understanding: Why is the timing and quality of your initial greeting so important to the overall customer experience, and how can you ensure your greetings are consistently welcoming without being overwhelming? Think about it, and we'll discuss the answer in our next episode.
Your action item for this week: Stand near your store's entrance for one hour during a busy period. Watch how customers react when they're greeted versus when they're not. Then work with your staff to develop three different friendly greeting options they can use, depending on the situation.
That's all for today, store owner! Remember, that first hello is your chance to make customers feel welcome and set the tone for their entire shopping experience.
If you found this helpful, don't forget to subscribe to our channel and share it with fellow convenience store owners. And for more in-depth content, head over to cstorethrive.com.
Thanks for joining me on this Smoke Break. I'm Mike Hernandez, and I'll see you in the next episode!
