This past weekend I was walking around a major department store when an employee walked up to my husband and me with the standard, “Can I help you find something?”
I’ve noticed this particular retailer has been making a larger effort organization-wide to have its employees address wandering customers, which has been appreciated. But on this particular day after the question was posed, my husband and I paused for a few seconds in thought, and the employee walked away. In fact, we were looking for a car charger for my phone, and didn’t know where they were in the store, but the employee didn’t know that. He was out of sight before we could get the words out.
Many retailers require that their staffs greet and acknowledge customers, but it’s important that employees show genuine interest in potential buyers as well. Sure, my husband and I ended up finding the car chargers, but we were frustrated and turned off by the employee’s lack of interest.
It’s been said time and time again, but it bears repeating: make an effort to greet every customer who comes into your dealership, but also be sure to go the extra step in making the interaction meaningful.