Principle 2 – Acknowledge your Customer

customer service image - welcome your customer

Have you ever gone to a restaurant, hotel, retail store, and stood there while the staff walks by you, doesn’t acknowledge you, or is apparently busy doing . . . something, and you felt invisible?  That’s not really the experience a customer (or you as a person) wants to have, is it?

It is really not that hard to acknowledge people. People don’t want to feel invisible! The maître d’ simply needs to make eye contact, say “Hello, I’ll be right with you.”  And follow that with a smile.  The same could be said for the attendant that will take you to your seat – a simple acknowledgment and smile will go a long way.

In the Department store, it’s a brief, “Finding everything you’re looking for?  Let me know if I can help!”

Hotels have many opportunities to acknowledge their customer – think of all of the touch points, from the door man, front desk (the most important impression), maid, maintenance, or even grounds keepers.  The keys are: eye contact, a smile, simple greeting – trust us, they’ll take you far. Have you been to a Chipotle, Baja Fresh, or even Petco, recently and heard employees shout out, “Hi! Welcome!” – if so did you not immediately feel noticed? If you didn’t find what you were looking for, did you feel like the staff was more approachable? – I’m willing to bet, yes.

Being acknowledged as a customer is generally a nice thing.  It makes you feel that you are acknowledged and valued, and that’s the experience a customer should haveBeing ignored, is not.

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