Here is your Daily Dose of Amazing Service:
Face the person you’re speaking with
And here are some additional thoughts on this topic…
How often have you been in a retail store, restaurant, hotel or other business (as a customer) and the employee helping you doesn’t even look at you? Sadly this has become all too common. While I won’t speculate about why it happens, I will suggest that it stinks.
Customers consistently tell us they want to be listened to. They want to be acknowledged. All other things being equal, if your employees fail at this you will lose customers. If you refuse to look at someone, if you choose not to face them while talking with them, you risk sending this message: They don’t matter.
Maybe this is not what you intend but it’s what people perceive. And what the customer perceives is what’s real to them. So help them know that you really ARE listening and they really DO matter. Face people when you talk with them. It shows you are giving them your complete attention. And people love it!
As you work with people, notice if those around you are facing their customers as they talk to them. Keep track and then discuss this at your next staff meeting. Discuss how it feels when you’re talking to someone and they look anywhere but at you.
