Seeing Eye To Eye: Face-to-Face Contacts

Following our "First Impressions Count" article (at here), here's the 2nd step: Seeing Eye to Eye: Face-to-Face Contacts (note: GST here means Greet Smile Thank You)

As we know, customers come into your business because of your products and services, but they will only come back again when they are treated well.  A business that does not have repeat business is not a business, it is only a promotion.  How to get them to come back again?  The secret lies in your face-to-face contacts: how to make every moment extra-ordinary.  The 4 steps are:

1.  Greeting the Customer
A quick smile, an interested look, and a friendly greeting are necessary.  

When you greet them, say more than hello. Add something to let them know that you are happy they walked into your premise.  Eg, "Good morning, we're glad to see you".  

Next, ask or explain how you can provide help and give your name.  Say "My name is Andy, and I'll be happy to help you in any way".  

Of course, you need to tune in to your customers, that's why you must pay attention to their body language.  
If they don't smile back at you, pay attention to their attitudes.  If they look frustrated or hurry, it may be better to keep quiet and give them peace of space. 

2. Helping the Customer
When you help the customer, pay attention to that one customer - and nothing else.  Show that you are interested in helping them by listening actively and making eye contact.  

Show and Tell and if necessary, walk the customer to that area.  If it is small item, pick it up and hand it to the customer.  Offer a good description if they asked about what you have.  Make the most out of your question-and-answer period.  

Know when to stay and when to go.  Effectiveness and efficiency are important. Don't just do for the sake of doing.  

3. Saying Goodbye: Ending the Interaction
To make every moment special, end the interaction with an impact.  Of course you must also ensure that the customer is satisfied, if not, you must do something.

To end, acknowledge customers for coming in to your business.  Say "Thanks for coming, have a nice day!"  

Do it right, remember, the customer is the only reason why you are in business. If you are not serving your customers well, you're serving your competitors business well. Courses at here. Related articles:

• How to make a lasting first impression
• How to be a high contribution service provider
• Dealing with 10 types of difficult customers
• What Genghis Khan taught us about customer service