Greeting customers a good start to building a positive, profitable relationship
It was a Friday afternoon, I was in Alberta, I had met with some clients and I had some time to go for a walk. I decided to walk down to the strip mall that was near where I was staying. My first stop was a hardware store. I entered the store, walked past three staff who were talking amongst themselves, walked around the store browsing the products and then out.
No one gave me eye contact, nodded or checked to see what I might be looking for.
I was surprised because the products in the store gave me the impression of a hometown country store, but the service was definitely not country.
I walked to the next store in the strip mall. I walked in and around the store again without any offer of help, acknowledgment or customer service.
Crazily, I spent 30 minutes in five decentsized retailers and no one even smiled or said hello to me! What is going on?
Is customer service dead? Or is it that this size of business doesn’t really care about its customers any more?
It used to be the rule that when a customer walked into a retail establishment that they were greeted within the first 15 seconds.