How do you greet your customers?

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P

pureindulgence

  • #1
    Just curious, after watching Mary Portas the other night, my personal choice is to be left alone to look at what I want, and when I am ready to pay then I prefer to be acknowledged, unless of course I need help (fussy moi?) which is how I treat my customers, some people wouldn't agree and say you should approach them as soon as, but if that was me it would put me right off....

    Any opinions?
     
    Doodle-Noodle

    Doodle-Noodle

    Free Member
    Oct 11, 2008
    2,157
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    Tadley, North Hants
  • #2
    Always say "Hi" to everyone who comes in, leave them looking for a few minutes and then say "do shout if you want any help won't you" ....... that's about it though! Not sure Mary Portas would give me brownie points for it, but seems to be about the right level of interaction for our customers, most of them strike up a conversation on their own volition once they've been given a welcome, you always get those who clearly want to be left alone but we do find quite that particularly with the art supplies people do want some help with knowing what products they might need for their particular projects or if they are buying art materials as a gift for someone else ....
     
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    C

    Consultant sea

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    Dec 31, 2010
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    Uk
  • #5
    I find it off putting when I walk into a store and get mobbed by a sales person. I don't mind if they ask do I need any help once or when I'm interacting with something in the store. I usually like to browse then if I need to ask for help I pop my head around the corner and ask for some. I guess it can be a fine line and everyone has different tastes and attitudes.

    I remember when I used to go to BestBuy in the States. They had a greeter at the door and sometimes you would get approached walking down an isle and when you walk down the next isle another sales person would pounce on you. I would get asked if I need help 5 times within a few minutes. Turns into a horror movie then and you want to run!
     
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    mishelly2020

    Free Member
    Feb 3, 2011
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    Preston
  • #6
    In my best League of Gentlemen voice...

    "You're not a local person are you?" :)

    Lol,

    Seriously, I just say hi or if they seem to be looking for something in particular or have been there a while i say "you ok there?" or something similar.

    It is a fine line as someone stated before and you have to read body language really. Not that i'm professing to be an expert!
     
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    ashbash

    Free Member
    Jan 26, 2011
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  • #7
    Ok grown up answer...I have a teeny tiny gallery, really a small booth in an antiques gallery, and what interests me is the general poor quality of the greetings other stall-holders give, either a well worn recital of the percentage discount available 'today', or a mumbled 'ullo' , followed by a pregnant silence as they either go back to reading their magazine or stare at the customer watching for theft/inclination to buy.

    As one of a few who have a full-time business there, it is painful to be associated with that atmosphere, though it sort of adds character to the place, and it is a very different vibe to a stand alone shop.

    I and a couple of others do make the effort to meet and greet outside our shops as well as inside, and that does make a difference when people walk into the main building, and a thank you when they go.

    In my own shop, as has been said above, a friendly hello, sometimes make an excuse /apology about the state of my shop (moving papers around etc) to break the ice and start a non-sales orientated conversation, but read the signs and let people alone.

    if things look friendly ask if they are local or visiting (it is a good weekend tourist town), and engage in conversation about the paintings/product, ask if they collect certain themes (it is all about the customers' needs and interests), and if it looks positive ask a question such as 'do you have a place where you can see that picture in your house?' so they begin to think about it as 'theirs'.

    I hopefully avoid the AIDA script, and really just want to have a friendly conversation with no pressure, as people have left without buying but come back a few weeks later and bought something, or just popped in for a browse again, but they know they will not be pressured or get general grumpiness if they do not buy.....shaking me off their ankles can take some time though.

    Keep it simple, warm, friendly; think about how would you like to be 'sold' to, and remember, less is often more.
     
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    P

    pureindulgence

  • #9
    Well I probably managed to put a few custonmers off reading the second answer on here as I spluttered a giggle, not attractive alone in a shop!

    I guess it is about reading people, 85% of customers look at the cakes before me, i wait for eye contact then say hello and smile, I always try to make light conversation when I can, but sometimes they look at the cakes and dont once look my way, and I think maybe I should say something, then they walk off, guess just having a nosey. Also alot of the time I can get loads of work done while I am there, so am often tapping away at my laptop, which is probably not too professional but I get bored easily. I once thought id say good morning/afternoon to everyone soon got tired of that when some people totally ignored me. My part time staff member will grab everyone and chat to them, and I got to say he often takes more money than me! (i think hes getting his mates to come down!)
     
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    D

    Drpepper

  • #12
    pureindulgence said:
    Well I probably managed to put a few custonmers off reading the second answer on here as I spluttered a giggle, not attractive alone in a shop!

    I guess it is about reading people, 85% of customers look at the cakes before me, i wait for eye contact then say hello and smile, I always try to make light conversation when I can, but sometimes they look at the cakes and dont once look my way, and I think maybe I should say something, then they walk off, guess just having a nosey. Also alot of the time I can get loads of work done while I am there, so am often tapping away at my laptop, which is probably not too professional but I get bored easily. I once thought id say good morning/afternoon to everyone soon got tired of that when some people totally ignored me. My part time staff member will grab everyone and chat to them, and I got to say he often takes more money than me! (i think hes getting his mates to come down!)
    Click to expand...

    Nothing wrong with that at all, providing you acknowledge the customer and keep and eye on them in case they want help, and of course pounce up when they are ready to buy.

    I feel it's better to look busy and the laptop is great for that, and there are only so many time you can shuffle the bags and "tidy" the shelves!
     
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    BristolBiz

    BristolBiz

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    Nov 5, 2008
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    63
    Bristol
  • #13
    My blood does boil easily, but if my staff ignore people as they come in to the store, its steam-time. We don't push, just an acknowledgement and a smile - then let them come to us. That way they control the process (they think;)).

    I guess though it depends on your personal style, but I personally get put off by over-aggression, or being ignored. I like the saying "1 mouth 2 ears - use them in that proportion" for the selling process.
     
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    E

    Elbe

  • #15
    pureindulgence said:
    Well I probably managed to put a few custonmers off reading the second answer on here as I spluttered a giggle, not attractive alone in a shop!

    I guess it is about reading people, 85% of customers look at the cakes before me, i wait for eye contact then say hello and smile, I always try to make light conversation when I can, but sometimes they look at the cakes and dont once look my way, and I think maybe I should say something, then they walk off, guess just having a nosey. Also alot of the time I can get loads of work done while I am there, so am often tapping away at my laptop, which is probably not too professional but I get bored easily. I once thought id say good morning/afternoon to everyone soon got tired of that when some people totally ignored me. My part time staff member will grab everyone and chat to them, and I got to say he often takes more money than me! (i think hes getting his mates to come down!)
    Click to expand...

    I went into a chocolate shop yesterday..1-2 minutes later, sales assistant came up with a tray of samples to nibble..nice touch. Perhaps.."whilst you're browsing may I offer you a taste of one of our best-selling cakes".
    You mention smile...big difference, you'd be surprised how many shop staff look downright miserable! :) I buy from people who are friendly and ask questions about what I like before they try and sell!
     
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    M

    mishelly2020

    Free Member
    Feb 3, 2011
    9
    1
    Preston
  • #16
    I thought I would let you know my experience this weekend.

    We have a supplier that normally deliver to us but I had to make a trip to see them earlier in the week. I was really surprised at how miserable the staff were, it was really off putting. They were having a whinge and a whine at me and just looked miserable. I wanted to have a look round at some of the other products they had but I really didnt feel welcome (despite being a long standing customer) and I wanted to run for the hills - so I did.

    In my shop I always make sure people are greeted with a smile and make myself approachable if they need me - I think it is just good manners, never mind good business sense!
     
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    D

    Deleted member 61074

  • #17
    As a customer I prefer to walk into a small shop and be acknowledged, a simple "hello" and a if you need anything please let me know type of thing. I don't like bei g ignored nor do I like assistants who hover!

    Strange. Thinking about this I have no expectations of service if I walk into a chain but I expect an independent to be proactive.
     
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    C

    Christiane

  • #18
    As a small specialist shop, we always say hello to customers when they come in. Most of the time they will come to us when they have a question but they are more likely to do so if we are away from the counter, i.e. putting something on the shelf, etc.

    I think it depends which shop you go in. I wouldn't expect to be greeted walking into Primark!
     
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    K

    Kay15

    Free Member
    Dec 2, 2010
    34
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    Wales
  • #22
    A "hi", "hello", "good morning", "good afternoon" or "good evening" is usually used in my shop with a smile. In most articles of deterring thefts they always say you should greet your "customers" for them to acknowledge that you know they are there - doesnt sound so friendly when its put like that, but it seems to work I think.
     
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