Greetings...

In Store Greeting…

As this is a blog dedicated to customer service, though mainly informing customers/potential customers about the quality of service given by certain companies I think it is important to let readers know some inside information.  I’m not talking about stocks, or product info.  I’m talking about what we in the service industry learn during training and what we are supposed to do on a daily basis.  You as the consumer should know the ins and outs of customer service, that way if the sales associate isn’t doing their job you can tell management…for every one minimum wage retail job there are countless unemployed folks who would love that job and the company would probably prefer to keep you as a customer by having someone who will do their job than someone who doesn’t.  Plus often times the manager may not even know what’s going on at the front of the store, they’re normally in the backroom working on schedules and other corporate paper work.  Sometimes associates just need to hear that they’re not doing a satisfactory job.  Which is why today’s blog is all about greeting/greeters; those people who stand at the front of the store, smile and welcome you in. 

When I was working for Guess Factory Outlet in Folsom California, I was taught that as a greeter you greet customers…each and every customer within 5-7 seconds of them entering the door.  Normally, if you’re alert you can greet customers more quickly and as they’re walking into the store.  The quick greeting lets customers know that…

1.)  They’re welcome into the store.

2.)  Sets the mood/atmosphere for the store and the customer’s shopping experience.

3.)  Let’s potential thieves know that they are being noticed and watched…yes, greeting helps to cut down on loss.

4.)  Helps to keep track of any shady folks entering the store and can help get information of shady goings on to management more quickly.

All in all, greeting is a lot more important than customers think, and even more important that most associates believe. 

More often than not these days, you’ll see a sales associate at the front of the store folding merchandise/neatening things up.  Yes, they are supposed to be multi-tasking…hey when things get slow in the retail industry managers have to give a certain amount of associates something to do, because you can’t just send everyone home in case the store suddenly gets busy.  So, that person in the front of the store, folding merchandise is also supposed to be greeting you as you walk in.  Unfortunately, more often than not, that associate will become too engrossed with folding the merchandise and not greet customers. 

Not only is that person at the front of the store supposed to greet you, but also other associates throughout the store.  They’re supposed to say a friendly “Hey, how’s it going.  Finding everything alright?”  Again, because business for brick and mortar stores is generally down there aren’t as many associates in stores these days and managers need to give busy work to the associates who are in the store, so the associates often forget that greeting and assisting customers is part of their job.  They, like the associate at the front of the store become engrossed in cleaning, restocking merchandise, folding…etc. that they don’t speak to customers and figure that if a customer needs anything then the customer will approach them. 

I don’t know about you, but I’d prefer to be greeted and told that someone’s there to assist me.  I was taught that the store is like my home, corny I know…but to some extent it is true.  During the day, the store is basically your home and you want to be aware of who comes into your home and let them know that you are aware of them.  Greeting customers is the best way to keep customers in your store and let them know that they’re walking into a friendly and helpful atmosphere.