The Ritz-Carlton Perspective
Peering at your computer or smartphone or having your back to the customer is not a warm welcome. It leaves a bad first impression.
DOs and DON’Ts of Greeting Customers in Person
- DO be ready to serve. You should never make your customer wait while you take care of personal matters. You were not hired to text your friends or play games on your smartphone.
- DON’T make the customer feel as if they have interrupted you. Your goal is to make your customers feel wanted and valued.
- DO look for clues. A customer may be in a hurry or wet from the rain. What can you do to improve your customer’s experience right from the start?
- DON’T treat your customer as if they’re invisible. This is especially true if customers are waiting in a line. You may not be able to get to each customer immediately. However, you can let customers know that you see them, and you will get to them as soon as you can.
- DO smile and if possible use the customer’s name. Greeting your customers with a smile will help them feel welcome and referring to the customer by name will make them feel recognized.
- DON’T mumble or use slang. If your customers are older, they may not understand slang or may even be offended by it. Your greeting should be warm, genuine and professional. ∞
Join us on June 8 and 9, 2017 at The Ritz-Carlton, St. Louis in St. Louis, MO for two days of courses. On Thursday, attend Service Excellence Culture and hear about the processes behind the legendary service of The Ritz-Carlton, and on Friday, learn about the principles of Memorable Customer Service.