The Sunday Mail
Cresencia Marjorie Chiremba
“Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer” – Gen Buckley-Anna Segova
A warm and friendly greeting can set the tone for a positive customer experience.
When customers are greeted with a smile and a friendly ‘hello’, they feel welcomed and appreciated.
This simple act can have a powerful impact on the customer’s perception of your business and their overall experience.
Imagine walking into a store and being greeted by a sales associate who smiles, makes eye contact and says, “Hello! How may I be of service to you today?” or “What can I help you with today?”
This simple greeting can immediately put you at ease and make you feel valued as a customer.
On the other hand, if you walk into a store and are ignored or greeted with a cold or indifferent attitude, you may feel unwelcome or uncomfortable.
Recently, I walked into the shop of a big grocery retailer in Kuwadzana intending to use a money transfer service.
The lady who served me was rather cold; she did not even greet me.
And even though I greeted her, which I don’t mind, her response was a cold one.
I was supposed to receive US$38, and she wanted to give me a round figure of US$40.
But, instead of asking me nicely for US$2, she just said, “Give me US$2.”
Fortunately, I had the US$2, and I handed it to her, but I had to ask her if she was demanding it from me or asking politely.
To my surprise, she said that she was not demanding.
However, as a customer, I felt there was a lack of politeness, friendliness and respect from this lady.
And given a choice, I do not want to be served by her again.
Greeting customers is an important part of building rapport and establishing a connection.
When customers feel that they are being acknowledged and valued, they are more likely to have a positive experience and to give you return business.
A good greeting can also help diffuse any tension or frustration that the customer may be feeling, making it easier to address their needs and concerns.
There are several ways to greet customers effectively.
The most important thing is to be sincere.
A forced or insincere greeting can have a negative effect, making customers feel unwelcome or uncomfortable.
For instance, a sales associate in a clothing store approaches a customer with a smile and says “Hello! Welcome to our store. Is there anything specific thing you are looking for today?”
This greeting is friendly and approachable and shows that the sales associate is genuinely interested in helping the customer.
Another example could be a customer service representative answering a phone call with a warm and cheerful “Hello! Thank you for calling. How can I assist you today?”
This greeting is sincere and shows that the customer representative is ready and willing to help the customer.
In both these examples, the greetings are sincere, because they are delivered with warmth and friendliness, and show that the person delivering the greeting is genuinely interested in helping the customer.
In addition to verbal greetings, non-verbal cues, such as eye contact and body language, can also convey warmth and friendliness.
Making eye contact with the customer and smiling can help to establish a connection and make them feel valued.
For example, if a customer is returning an item at a store, a friendly smile and eye contact from the sales associate can help to put them at ease and make the interaction more pleasant.
It is also important to use the customer’s name if you know it, as this adds a personal touch.
Using a customer’s name shows that you are paying attention to them.
Most long-distance buses in Zimbabwe have mastered the power of greeting.
During the few times that I have been on these buses, I have noticed that just before the bus takes off, one of the bus crew members greets the passengers, introduces themselves and announces the housekeeping issues for their bus.
He/she also tells the customers all the major stops the bus will make along the way.
Finally, they close it with a journey mercies prayer.
This is another way of making the bus crew open and approachable by the passengers.
In the event that the passengers are satisfied or not satisfied with the service, they can engage the bus office with the right names and provide feedback.
Greeting customers is just one part of providing excellent customer service, but it is an important one.
By taking the time to greet customers warmly and sincerely, you can create a positive first impression and set the stage for a great customer experience.
*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer experience. For comments, suggestions, and customer experience training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335
