Have you ever really thought about how you sound to others, especially your customers? It is the tone of our voice that sets stage for those we are encountering. Just think about when you have encountered an employee at either a store, restaurant, or office, who you could tell was either having a bad day, or just didn’t seem to care how they came across when encountering you, their customer. I know for myself, there have been times that I was really busy, or dealing with other problems in the office when I needed to stop and either answer a phone call from a customer or encounter a customer face-to-face and I was just a bit off from being as pleasant as I normally would be and I could tell the customer was a bit put off by my less than cheerier welcome.
From past experience, I have learned to take that extra second (maybe two) to gather myself together and re-focus before saying “hello” or “how are you doing.” It is my encounter with our customers that can make the difference as to whether they stay our customers or leave. If they stay, the chances are that they will refer others to our business, and if they leave it is a for sure thing that they will tell others why they should not come to our business. Studies show that a person who likes a place of business will tell about 2-3 people about it as a good reference and if they have received bad service they will probably tell about 10 people not to come to your business and why. So you can see from these facts that it is very important how you set the tone from the beginning of your encounter and how you treat your customers overall, everytime.
A good thought to have each time you are about to encounter a customer is “The first line I deliver sets the tone, mine is friendly and helpful.” You cannot go wrong when that is your primary goal with your customers.
“Choose to deliver amazing service to your customers. You’ll stand out because they don’t get it anywhere else.” -Kevin Stirtz
12/18/13
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