When The Sign Says “Welcome”, Do You Really Welcome Your Customer?

They all get it! Your shop is open for business, it says all over the digital marquee hanging outside your foyer. But as what states on your fancy signage, do you really live up to every letter of the word “welcome” in terms of interacting with your customer?

In a typical establishment – particularly restaurants and shops – welcoming your customers does not simply stop at the door step, where your welcome sign is usually installed. If you want a good pat on the back approval from your customers, give them enough reason to come back, or even stay for a while just to get something worth availing from your store to say the least.

Bad service leads to bad recommendations, and bad recommendations equates to bad reputation. Of course, you wouldn’t want the general public to think of your shop as a breeding ground for rude, snooty, pretentious, good-for-nothing staff just because they simply failed to put up a smile as they serve a bowl of lukewarm soup.

To change the pace, and to gain more patrons for your business, always remember to W-E-L-C-O-M-E customers! How? Here are some suggestions:

Warm greetings is a-must

 

Pretty much basic! Once the door opens for the customers, give them the nicest, warmest greetings to acknowledge their arrival. Don’t forget to put a smile. As they say, “a smile is a curve that sets everything straight”.

Escort your customers upon entering

Photo courtesy: Hooters.ca

The next thing to do after giving the salutatory is to usher your guest. If they have coats, assist them in taking it off. This is a common procedure especially in restaurants, hotels, spas and other service establishments. After which, introduce yourself if you will be in charge of attending their needs. You may either ask them firsthand what they came in for or state or perhaps offer them something, like maybe drinks or any complimentary entertainment.

Let your customers feel comfortable and homey

Photo courtesy: uproxx.com

Think of it this way: Customers are your temporary bosses. So you must attend to their needs as quick as possible, and of course, with finesse. Always be proactive by asking them if they need something else and be of any assistance. But do this in a casual, yet polite way. In assisting your guests, compel them to call you by your first name. Customers like service crew and staff who can address their needs in a more spontaneous, outgoing and “open” approach. By doing this, you are already getting their trust.

Compliment your guests in a soft, sincere tone

Photo courtesy: imgflip.com

For some, it’s just sweet-talks, but as Mother Teresa once said, “Kind words can be short and easy to speak, but their echoes are truly endless.” Compliments are your selling power, as it uplifts customer’s mood and makes feel their special and important. Use it through simple nod on their choice of meal with a quick follow up phrase of agreement.

Offer a simple apology in the event of any inconvenience

Screengrab from the movie, Ratatouille

If by any chance that your customer has experienced any form of inconvenience and delay in service, rule of thumb is to apologize and assure them that such instances won’t happen again. If they told you something critical or displayed any form of annoyance, the last thing you need is to reciprocate with a negative gesture. Take note that being rude is your one way ticket to your business meltdown. Instead, consider this as a constructive criticism. A room for improvement, if you may.

Make short conversations with them

Photo courtesy: imgflip.com

This is one way of building rapport with your customers. Make sure to get their names, and know them by heart. Engage them to a good small talk like asking them about their experience in your shop so far, or perhaps relate something that will capture their interests. From there, you’re now starting to establish a good foundation with your guests. However, know your limits when conversing with them. Never ask any personal questions… Ever!

Escort your customers as well upon exit and say “thank you”

Photo courtesy: quickmeme.com

Once they’re ready to leave the shop, it is strongly recommended to escort them on their way out and extend your appreciation for visiting your place. Although, it is not strictly obliged to give something to the customer, a little token of gratitude wouldn’t hurt.

So you see, don’t just let the catchy digital welcome signs do the talking for you. Being the owner, it is up to you on how to manage customers and making their visit worthwhile.