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Excellent Customer Service Tip: How a Simple Greeting Can Create Business Success

Updated on November 11, 2012
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I'm a dad, husband, and Christian first. The rest is just life's add-ons: an educator, administrator, learning & development professional.

Simple gestures can make a diiference in customer service
Simple gestures can make a diiference in customer service | Source

When business experts talk about customer service and business success, little attention is given to the humble act of greeting the customer. Sure, there is a huge fuss on speedy service, quality assurances, response time, after sales service. In fact, all these and others are imperative when it comes to providing excellent customer service. But there's one customer service tip I want to emphasize - greet customers properly and business success will sure to follow.

Customer service lesson from an old store keeper

Recently, I had the chance to visit a small convenience store. What I noticed intrigued me! At the counter was an elderly man manning the cashier. I think he was the owner of the business. Three other employees were going about their daily duties all around the store. As I entered the small convenience store, the elderly gentleman gave a warm smile and said hello. I replied with my own pleasantries and went straight to the refrigerated items for my distilled water. The young lady tidying the shelf to my left stopped her work and approached me and greeted me with a warm “How may I help you?” I said I’m alright and she continued her work. After a few seconds, another customer entered the store and was greeted with the same warm smile and hello. This time, it was more personal. “Kamusta na Arnel” - How are you Arnel?. The other store employee turned around and said “Hi kuya” [kuya means older brother in Filipino]. They exchanged pleasantries and the customer proceeded to gather some items. This routine of everyone greeting the customer continued without lapse. As I proceeded to pay for my purchases, I asked the owner of the store if he knew everyone who came in. He seemed perplexed with the question but he indulged with a simple answer – no. So I continued with my curiosity and asked why he greeted the customers. “Iho, hindi lang kami nagtitinda dito, gumagawa kami ng relasyon sa mga cliyente namin, nagsisimula yan sa pagbati ng maayos.” - Young man, we don’t just sell here, we create relationships with our clients, and it starts with greeting them properly.

Different greeting spiels

Basic greeting spiel: Welcome to COMPANY

2-point greeting spiel: Welcome to COMPANY. How may I help you?

3-point greeting spiel: Welcome to COMPANY. I’m NAME, How may I help you?

There are numerous variants to the spiels but the formula is the same.

Why greet the clients

Welcome the clients properly

A warm welcome can set the mood for a positive experience. Greeting the client offers the opportunity to start off on a positive note. Moreover, greeting clients emphasizes that they are welcome to do business with the company.

Make them feel at ease

Greeting the clients sets that mood for the entire transaction. Furthermore, this puts the client’s mind at ease that there are people ready to help them when needed.

It’s a marketing and branding strategy

In many industries, greeting spiels are rehearsed. Moreover, it is used as a marketing and branding tool for the business. Increasing brand or company recall is important and greeting is a good opportunity to do this.

Excellent customer service does not start when the client purchases an item or avails of a service. As I have learned from the unassuming gentleman behind the counter, greeting the clients is a good place to start.

Does it matter to you if the Customer service representative greets you?

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    • jpcmc profile image

      JP Carlos 5 years ago from Quezon CIty, Phlippines

      Hi Laura,

      Yes it is. The lesson behind it can be applied in different industries and organizations. I also enjoyed doing the seminar for your company.

    • profile image

      Laura Brent 5 years ago

      What a wonderful anecdote on greeting customers. This is the same story you told us during your seminar last weekend. No matter how simple it was, it really meant a lot when you break it down. Lesson learned - make every moment a pleasing one for customers. We start with greeting them properly.

      Thank you for the lovely article and the wonderful seminar on customer service last weekend.



    • jpcmc profile image

      JP Carlos 5 years ago from Quezon CIty, Phlippines

      Hello rapangu. Thank you for the kind words. Craeting relationships is fundamental in providing excellent customer service.

    • profile image

      rapangu 5 years ago

      This is interesting. It is true that one should not only sell but create relationships as well. It is a big lesson to whoever will read this.

    • jpcmc profile image

      JP Carlos 5 years ago from Quezon CIty, Phlippines

      Hello Torikul and Ann810. Thank you for dropping by. Customer service representatives have ahuge power when it comes to corporate image.

    • Ann810 profile image

      Ann810 5 years ago from Sunny Cali

      Hi, great customer service is very important, when I hear a 'customer representative' on the other end of the phone; I want to hear a smile in their voice. This keeps the reputation of the company in good-standing. Voted up.

    • Torikul profile image

      Torikul 5 years ago

      I have already started reading some of your rates related article. i found great post here.I will get back here. I just added your blog to my bookmark sites. thanks.

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