Greetings set the tone for all dealings

Gaston de ROSAYRO

Business gurus talk a great deal about customer service and business success. Certainly, there is enormous emphasis placed on speedy service, quality assurances, response time and after sales service. The fact is that all these are necessary when it comes to providing excellent customer service.

But they often pay little attention to the simple, respectful act of greeting the customer. A cheery welcoming salutation is an equally vital aspect of customer service to ensure the success of any business. That is why, I for one, would always prefer buying from a smaller convenience store or a family run retail outlet or the corner kadey than a chain supermarket.

That is because the neighbourhood mudalali, or boutique owner always greets me with a warm smile and a polite inquiry about my health. Back in the days before supermarket chains all groceries in Sri Lanka were sold mostly in plank-fronted 'kadey' boutiques or modest grocery shops.

The proprietors and their workers knew their regular clientele by name.

They would stand at the counter and greet customers by name as they stood outside or entered, asking them about their families and their concerns.

They built strong and enduring relationships. They fostered and developed their businesses by cultivating the loyalty of their customers.

I have observed that small businesses usually set themselves apart from the competition by offering excellent and personalised customer service. This starts with properly greeting customers in person. The exact greeting may vary with the type of business, but something along the lines of, "Hello. How may I help you?" or "How are you doing?" go a long way in developing such a relationship. Make pleasant conversation: "How are you today?" Or: "Are you having a good day?" Convey enthusiasm to assist. Be encouraging and cheerful in your tone. Be polite and respect everyone. Use terms such as: "Hi, good to see you," Or "Please," "Excuse me," or "Thank you, sir, ma'am." Ask, "How may I help?" This begins the process of moving from the greeting to meeting needs.

Okay I admit that even many of the front-line counter staff at the bigger supermarkets I frequent welcome me with admirable pleasantries and display exceptional consideration. And I reciprocate with good-natured banter. As a front-line customer relations person always remember to smile and make eye contact.

But again make sure your smile is genuine and natural to be effective. When making eye contact always use the glance away method. Never get into a staring match or lock eyes because it can be intimidating.

Look at the customer a few seconds then move your eyes away, and come back.

Acknowledge the presence of customers promptly. You can acknowledge several of them through eye contact and a cheery wave of the hand, or a smile.

If you are forced to delay attending to a client immediately simply apologise by adding: "Thanks for waiting," to your greeting.

Give the customer your complete ttention. Trying to juggle other details while assisting a customer is a huge blunder that only a greenhorn can commit. Focusing on a single customer saves time and makes the customer feel good. Still, customer service representatives and sales personnel should exercise caution to not be considered as acting in an overly assertive manner or being too pushy when greeting customers. Always address regular customers by name if you are familiar with them but be sure to address them in the respectful way that they prefer.

Any business or service enterprise will have to go that extra mile to please its patrons because dissatisfied customers will not return.

That is why the most successful ventures are committed to pleasing their clientele.

As the old adage goes,"You never have a second chance to make a first impression." This suggestion is still worth adhering to. Your level of business etiquette know-how says a lot about your professionalism and your attitude to business. No, you do not have to possess a marketing or public relations diploma or degree to learn how to properly greet someone in a variety of different business settings. Pleasant greeting protocol encourages trust all round - from employees, customers and partners and sets the tone for your business dealings. Businesses anywhere experience boom times and horrendously pessimistic low periods.

Yet in the best of times, etiquette can give you the upper hand over your rivals. In difficult times, good manners and comportment will set you apart from the rest. Remember there are several competitors out there who can offer and provide the same services and products as you. The decisive difference, however, is eventually how satisfied your clients feel when they do business with you. Mediocrity in manners is often the missing link in most relationships that turn sour. Excellence in propriety is the one attribute where you can never go wrong and in many instances can send you over the top.

Yes I reiterate that proper salutary etiquette is one of the most often disregarded aspects of successful business.

Today one observes a new breed of business owners and employees, both from large corporations to small companies, who seem to look upon manners in the workplace as outdated.

A warm welcome can decidedly set the mood for a positive all-round business experience. Greeting the client offers the prospect to start off on a positive note.

Moreover, greeting clients emphasizes that they are a valuable asset and welcome to do business with the company.

Greeting the clients sets that mood for the entire transaction. Besides, such bonhomie puts the client's mind at ease that there are people with a friendly disposition ready to assist them when needed.

In many industries, greeting discourses are part of the training programme and rehearsed before service staff are allowed on the floor.

In many instances it is used as a marketing and branding tool to enhance the business.

Every business has to make etiquette a value at every level of its organisation. Everyone has a role to play in this sphere.

Executives and business owners should set an exemplary trend in good manners. While about it they would be wise to treat their employees with kindness and respect. They should be able to recognise and reward those employees who present themselves and the organisation with panache and professionalism.

So remember customer service begins at the very first smile, greeting and possibly handshake when you introduce yourself to your consumer.

Whether you are involved in a personal top level corporate meeting or you are prowling a retail sales floor and meet new customers all day long, the approach for greeting clientele is similar.

Practice your customer greetings on co-workers and friends to make sure that you are making the right first impression.

A friendly smile and greeting immediately disarms the person and sets them at ease. It sets the tone for the rest of the dealings No matter what the customer's mindset or mood this will certainly make things better.

This is probably the single most important point for anyone working in any position where they greet customers. The way you and your front line employees greet walk-in customers or any type of clientele will have a huge impact on your bottom line.

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