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Greeting a Customer

Always make eye contact with the customer the first second they come in. Even if you are with another customer or on the phone, make eye contact and acknowledge that they are there immediately. A simple gesture tells the new person that you see them and will be right with them.

Smile! Smile! Smile! Smile! Smile! Smile!
Your greeting should tell the customer, “I am glad you’re here!”

Greetings such as:

  • “Good morning! How can I help you today?”
  • “Hello, how is your day going so far?” What can I help you with today?”
  • “Hi, we haven’t seen you in a while!”
  • “Welcome, what can I do for you today?”
  • “Good afternoon! What can we do for you today?”

A friendly greeting immediately disarms the person and sets them at ease. It sets the tone for the rest of the interaction. No matter what the customer’s emotional state this will make things better. This is probably the single most important point for anyone working in any position where they greet customers.

Customers Waiting
If there is going to be a wait, tell the customer about it. Explain why, offer coffee, tea, etc. then every 10 to 15 minutes give the customer an update. Have gift cards from a local store, restaurant or espresso stand available for customers who have to wait too long. Always tell the truth about how long the wait will be. Saying it will be “just a few more minutes” when you know it will half an hour only makes things worse!