Remember that time you were on the
receiving end of an engaging salutation? When a genuine "Hello!"
encouraged your desire to continue connecting?
Whether over the phone or in person,
engagement from the start makes an impression and can, potentially, help set
the tone for the exchange to follow. I say, "potentially", because,
“It takes two to make a thing go right. It takes two to make it outta sight.” (Shout
out to Rob Base and DJ EZ Rock.)
Years ago, I was hired as a Spunky
Cashier for a Tex-Mex style restaurant. The ad specifically stated, “Spunky
Cashier.”
It was the summer following my graduation
from undergrad. There were always two cashiers on duty and a prep line of 3 or
4-- the latter including a few mischief-loving guys hailing from Senegal. The
cashiers were trained to be friendly and extend genuine “Hellos” to anyone who
came through the door. Before this, my last job was during high school as a
Library Page in one of the local public libraries. I loved it. But I spent more
time with my cart of books than I did in one-to-one patron interactions. My time
as a Spunky Cashier impressed upon me the importance of how one engages
with a potential customer right from the start.
Even the most mischievous of the prep line was famous for calling out,
"Welcome! Welcome! Welcome!” in his enthusiastic, charming, musical
way.
Fast forward through the years, and I
continue to work primarily as a customer service professional, living an Earth
school reality where I am also on the receiving end of customer service
interactions. And perhaps it’s my customer service background, but when I walk
into a business or call one up on the phone, I notice if someone says,
"Hello" or how the "Hello" is proffered.
The other day, I interacted with
representatives from three different businesses (two over the phone, one in
person); at the end of the day, I was still singing the praises of two out of
the three. One took place at a local FedEx.
From the moment I walked in, Kevin W. engaged and radiated, relaxed warmth.
Kevin W: “Hello! How can I help you?"
Me: “Hi, I need to print some documents.”
In these Pandemic times, self-service not
being an option, I gave him my USB; he took care of the printing. After the first prints, he asked if he could
show me a different type of paper. Though game, I was sure I would stick with
the original plain white.
I ended up liking his suggestion better.
He also sold me a folder (I had not
planned on getting one, but I also never felt forced).
Then, at the end, quite unexpectedly, he
gave me a discount. And there was banter throughout our entire exchange. Before leaving the store, I went online and
gave him a review.
I can count on one hand the number of
times I’ve submitted a customer service review of someone. And I’ve never
been compelled to give a review while still in the store. Never. But I did so
for Kevin W. because the entirety of his level of engagement felt so genuine.
And it all began the moment I walked in, and he said, “Hello!”
As a customer, I am paying attention to
your energy. Whether you are aware of it
or not, it communicates volumes.
Over the phone or in person, I will notice
if you say, “Hello” and I will notice how you say, “Hello.”
From start to finish, I will notice your
level of engagement with me.
And this isn’t limited to customer service
interactions.
For all Earth school interactions? Your level of engagement, matters.