Acknowledgement Goes A Long Way
I have a few regular lunch spots I like to go to when I’m looking for a break from making something to eat during my work day. I am keen to support the small local businesses in my neighbourhood.
One day, one of the cafes I regularly attend had a line-up at the cash register. The employee was very busy preparing hot beverages. Although she could see that people were waiting to order, she didn’t make eye contact with any of us. The woman in front of me in the line-up was starting to feel quite irritated and upset. I could see the employee was trying to stay focused on the task at hand. However, the problem was that the employee’s task was taking about five minutes to complete.
Once she delivered the drinks to customers who were sitting down, she came up to the counter, gave the woman in front of me a friendly hello and was very present to this customer’s needs. The only missing piece was her lack of recognition for not acknowledging her earlier. As a result, the sales transaction was more difficult than necessary for both the customer and the employee.
It’s possible this woman who was dealing with our orders was having a bad day or that there was a lack of employee assistance which was causing her to be stressed. I had not experienced this before at this particular cafe so it’s hard to say.
Nevertheless, it’s the small details around customer service and acknowledgement that really make the difference in how patrons feel cared for. Directly acknowledging the customer as they enter your business can make all the difference in whether they become a loyal fan or not.
What does your business have in place around acknowledging your customers?