By Lisa Lopez for our 99 Ways to Make a Positive Difference in Your Pharmacy blog series
You can start your customers’ experience off on the right foot with a smile and greeting as soon as they enter your store. A friendly voice and a warm smile can change a person’s mood, especially if they aren’t feeling well.
Acknowledging customers as they come in is part of the higher quality of service you can offer. Building relationships, even in this small way, keeps shoppers coming back to your store. Greeting your customers – the repeat ones by name – is a goodwill gesture that lets them know they are valued.
A “hello” or “hi there” also immediately opens lines of communication with shoppers. Taking that initiative makes you seem approachable and can make it easier for them to ask questions. But don’t be pushy. Watch their body language for cues as to whether they are open to ongoing conversation or would like to be left alone to shop.
Be aware of your body language, too. Make sure you use a friendly tone and don’t cross your arms or put your hands on your hips while you are helping a customer – it sends the message that you’d rather be doing something else. Actions speak louder than words!
You never know what any particular person may be dealing with when they come to your store, so make the effort to say “hello” and be pleasant to everyone – you will surely make someone’s day.
In support of TEMPS, HRG’s merchandising program, Lisa evaluates and presents new items as a part of the new item review team and develops planograms for one of our key regional wholesale accounts. Lisa works directly with manufacturers, wholesale distributors, and retailers to analyze customer-specific data and develop specialized planogram solutions.