It seems common sense that businesses should expect employees to pay great attention to how they greet customers. A courteous greeting is an excellent way to make a positive first impression on a customer, and there is the risk that a customer will not purchase in the absence of a proper greeting.
There is an essential element of psychology for the sales organization in greeting customers. When a salesperson focuses on greeting a customer, she can establish an emotional bond before making the sales pitch and help the customer decide whether to purchase. Without the emotional bond, a customer has no motivation to take a salesperson’s pitch seriously.
Strategic Placement of the Greeter
In some business models, it’s more appropriate to place the greeting function with specialists in their departments rather than hire a greeter for the front entrance. In this model, customers who buy a specific product get a personalized greeting followed by helpful product information and other help from the employee trained to serve those customers.
Costs to the Company Brand
Customers who believe they weren’t treated well by a company can do a lot of damage when they share their feelings. Anyone can go online to share how they were greeted rudely or not and perhaps had other problems with your business. Dissatisfied customers may post negative reviews or other damaging material that can become viral, especially when shared via social media, and can hurt a company’s reputation now and for some time.
To establish a connection, sales organizations and other firms that depend on the customer greeting should implement standardized training. If no standard is taught, employees are left to greet customers as they choose, and their greetings may be inadequate. With training built into company procedures, it’s easier to ensure that customers get a standard first impression and hold employees accountable for using acceptable greetings.