In stores and professional offices, the front-line staff has the power to inspire confidence in clients. To do that, there needs to be a positive and enthusiastic energy level.
When people walk in to any business, they expect two things: Respect and Control. The store or company needs to show both to the public. “Respect” means that the staff shows that the customer is valuable to them. “Control” means that the walk-in is offered some kind of choice (even if it’s only an illusion) so that s/he has a say in what will happen.
Here’s how it can start: “Good morning. Welcome to XYZ Computers. Are you looking for computers or accessories today?”
In this example, the prospect was treated cordially (respect) and asked for a choice (control).
Attend to the following items when each client arrives:
- Greet and welcome the client.
- Reinforce the benefits of choosing the service provider.
- State provider’s credibility and capability.
- Explain office procedures and services offered (here’s an opportunity for cross selling).
- Request and collect necessary information (in a medical office, “the clipboard” is not the “punishment” for choosing the provider!).
- Discuss payment terms—try for favorable client outcome.
- Show respect for the client’s schedule (when there is a delay, explain).
- Office workers are “on stage” when a client is nearby. Take caution with actions and speech.
- Customers often talk to each other.
This information is from the Improving Customer Service class. If you’re looking for ways to improve your communication skills, register for one of our public classes.