Exceptional Customer Service Starts with a Smile

Posted in Customer Service | 14 comments

First impressions matter. This is always true, whether you are managing a retail store, restaurant, hotel or any other customer-facing situation. Those first few seconds set the tone and create an impression that a customer will have about your business.

It also applies if you provide customer service through your website chat box, over the phone or on your social media pages.

Remember that you only have a few seconds to make a great first impression. Like they say, customer service begins with a smile. Greeting customers by providing service with a smile is vital in setting that first impression. Every customer you greet with a sincere facial expression, tone of voice or words that say, “I’m glad to see you!” is likely to leave with a good first impression of your company.

In today’s fast-paced, smartphone-driven culture, excellent customer service is as important as your product and brand.

The human element in every customer interaction should not be underestimated. It works in every situation and should be the first thing that customers see or hear when they enter your store, or when they ask for help in every customer-facing situation.

Try this: When a customer enters your store or office, smile and greet them warmly. This may sound too simple, but you’ll be surprised at the effect it brings, and just how many businesses fail to do it.

Here are some reasons why excellent customer service has to start with a smile:

1. A smile sets a good perception of your business.

A smile is welcoming. It makes customers feel good about doing business with you.

Customers can feel a warm smile not only in person, but also over the phone.

Customers will feel appreciated and will know that you are ready to listen to their concerns, or assist them.

2. A smile influences customer satisfaction.

Smiling isn’t just something that your face does. It also affects your customers’ perception of your brand and enhances your business. It makes a customer feel good about himself.

3. A smile sets a positive attitude.

For instance, in a retail store, a smile starts a customer’s shopping experience with a better mood. In a hotel chain, the cheerful attitude of a hotel concierge and receptionists will greatly influence the experience of their guests during their visit.

4. A smile creates trust.

Even a virtual smile goes a long way in gaining new customers and keeping the best     ones. It makes the customer feel you are there for them.

5. A smile makes a difference.

Smiling gives the customer a very positive impression. It reflects the passion and     goals of your business. It is like saying that you are willing to go the extra mile to help a customer. It can even diffuse a customer’s stress, or calm them down.

The Bottom Line

Sincere smiles and friendly greetings matter a lot and are extremely powerful. These can make the difference between a customer doing business with you and possibly becoming a loyal client, or a customer walking out your door and spending their money with your competition.

Serve your customers with a warm smile. This smile can be on your face, in your voice and in your words. Make your employees happy with a sincere smile. Never stop greeting people. Always acknowledge your customers, colleagues, business partners and anyone who is part of your business.

Make smiling a habit. It’s good for you and your business. When you smile at your employees, they will definitely pass it on to your customers.

Smile and imagine what a sincere smile can bring to your bottom line!

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