The initial greeting has the power to make or break the entire customer-agent interaction. Do it badly and you can cause the customer to lose interest or even drive them away. Do it right and you can build a positive connection with the customer in just a few words. That’s why I wrote this step by step guide for greeting a customer – to help you make a positive first impression and master the art of the perfect welcome.
1. Have a Greeting Prepared Before They Arrive
Being prepared from before you meet the customer or they even step through the doors of your store, will give you a massive head start when it comes to greeting the customer properly. And while this includes things like dressing the part, knowing the company, it’s products, services, policies and protocols, and exactly how to help the customer with the things they’re likely to need, it also includes having several well-thought-out scripts to greet them in mind.
That’s because the words of a perfect welcome – or even a mediocre welcome for that matter, don’t come effortlessly and easily to mind the moment you need them. On the other hand, what does come effortlessly and easily to mind in that moment when you realize you don’t know what to say to welcome the customer is, “Why didn’t I prepared a greeting for the customer then I wouldn’t be fumbling around for something to say”. Or maybe it was just me.
If you’ve been given a script then be sure to use that, otherwise compose a greeting that’s simple and warm but professional.
If you’re meeting a customer, then make sure that your greeting includes a form of hello, a welcome if relevant, an introduction to yourself and you’re role or position within the company and an expression of pleasure at meeting them. Be sure to use their name, but address them formally, meaning use their title “Mr”, “Mrs”, “Ms”, “Dr” etc and last name. (For more information about what to call a customer see this more in-depth article I wrote about it here.)
If you’re serving customers in a store, then make sure that your greeting includes a form of hello, a welcome to the store, an introduction to yourself and an expression of a willingness to assist. If all that sounds a bit complicated don’t worry – here are some examples of greetings you can use:
If you’re meeting a customer:
- “Good morning/afternoon/evening, Mr./Ms. [Last Name]. Pleased to meet you. I’m [Your Name], [Your Position] at [Your Company].”
- “Hello, Mr./Ms. [Last Name]. I am delighted to make your acquaintance. Thank you for taking the time to meet with us. I’m [Your Name], and I lead [Your Position] at [Your Company].”
- “Good [morning/afternoon/evening], Mr./Ms. [Last Name]. Welcome to our [office/meeting]. I’m [Your Name], and I head the [Your Position] team at [Your Company]. It’s a pleasure to meet you.”
If you’re serving customers in a store:
- “Hello and welcome to [Store Name]! I’m [Your Name], and I’m here to assist you. How can I help you today?”
- “Hi there! Welcome to our store. I’m [Your Name], and I’m excited to help. What brings you in today?”
- “Good [morning/afternoon/evening] Welcome to [Store Name]. I’m [Your Name], and I’m at your service. What can I do for you today?”
2. Approach the Customer in the Right Way
Approaching customers in the right way is a crucial step in ensuring your welcome is received positively. In fact, the way you approach a customer is so important that I wrote a separate in-depth article about it which you can find here. Nevertheless, here are the relevant parts as they apply to the greeting itself.
If you’re meeting a customer then you should approach them as soon as you see them, however, if you’re serving customers in a store then you should acknowledge them first.
That’s because in stores, some customers don’t like to be engaged as soon as they enter and will perceive even the most perfect of greetings given at that time as intrusive, whereas other customers don’t like to be ignored until you get round to greeting them – which means you’re going to annoy someone whatever you do.
To solve this problem acknowledge the customer as soon as you see them. With a simple and polite nod and a warm smile carried out while maintaining eye contact, you establish an immediate connection with the customer that lets them know you’re aware of their presence and are available to assist them should they need, without putting any pressure on them to engage immediately.
Having acknowledged the customer, you now need to wait for the right moment to approach them. Once again this is different for each customer as some appreciate immediate assistance, while others prefer to browse the store on their own. To work out the right time you need to be flexible and attentive to cues, patiently observing the customer’s body language and pace until you think they’re ready for you to approach them.
Whether you’re meeting a customer or have determined that a customer in your store is ready for assistance, when you do approach them make sure you don’t get too close and invade their personal space as that can make customers feel very uncomfortable.
The right proximity to a customer varies from culture to culture and even from person to person but as a general guideline you should aim for a distance of an arm’s length. It’s close enough to the customer to allow you to engage in conversation with them comfortably but it’s also far enough to ensure that you don’t encroach on their personal space.
3. Be Authentic
You’ve prepared a great greeting – it’s simple, it’s effective and it hits all the right marks, but a word of warning. You need to be authentic. Remember, the whole point of a greeting is to start the process of creating a meaningful connection between you and the customer, and that can only be done if you’re sincere and honest – or in other words authentic. Customers can often sense when a greeting is rehearsed or insincere and in such a case it can have the opposite of the desired effect.
That doesn’t mean you can’t use a scripted greeting or practice it beforehand. It just means you also need to infuse whatever you’ve prepared with authenticity. That means being genuine and meaning what you say when you greet the customer, so don’t be afraid to take any of my above greeting suggestions and adapt them to suit your own style and personality.
Don’t worry if this sounds daunting, it really isn’t. If you didn’t like other people and didn’t want to help them you wouldn’t be a customer service agent. But since you are, all you have to do is be genuine and let your natural desire to engage with the customer and assist them, shine through.
4. Use Open Body Language
Similarly, you need to make sure that the message you’re giving with your body language matches the one you’re about to give verbally. That’s why you need to ensure your body language is open as it communicates warmth and approachability, and indicates that you’re receptive to the customer and willing to assist – all in line with the verbal greeting you’ve prepared.
Open body language also makes it much easier to build trust with customer and start the process of creating a meaningful connection with them, as it’s also a signal that you’re genuine and authentic – see the previous point.
And of course, closed body language communicates the opposite and it can even come off as aggressive and intimidating so it’s important to know the differences. The following table shows different types of body language, whether they’re open or closed and what they mean:
Body Language | State | Meaning |
---|---|---|
Uncrossed Arms and Legs | Open | Signifies openness, receptivity, and a willingness to engage. |
Crossed Arms and Legs | Closed | May signal defensiveness, disinterest, or a closed-off attitude. |
Relaxed Posture | Open | Communicates approachability and a stress-free demeanor. |
Tense/Inhibited Posture | Closed | May convey discomfort, unease, or tension. |
Facing the Customer Directly | Open | Signals attentiveness and a genuine focus on their needs. |
Avoiding Eye Contact | Closed | Can be perceived as untrustworthy or disinterested. |
Open Palms and Hand Gestures | Open | Conveys transparency, honesty, and enthusiasm. |
Closed or Hidden Hands | Closed | May be perceived as secretive or guarded. |
That’s why when delivering your greeting, you want to directly face the customer with an open and relaxed posture, have your arms and legs uncrossed and use open hand gestures.
5. Establish and Maintain Eye Contact
Before delivering your greeting, establish eye contact first. This simple yet powerful gesture fosters a sense of trust and enhances the sincerity of your welcome. It also signals to the customer that they have your full attention. Good eye contact will transform your welcome into a truly personal connection.
Having said that, make sure to avoid intense or prolonged staring as that will make the customer feel extremely uncomfortable. You want your eye contact to be natural and friendly, and steer clear of anything that might come across as weird or unusual. You should periodically break eye contact (every few seconds) and then re-establish it again in a natural rhythm that’s comfortable for both you and the customer.
6. Smile Genuinely. And With Your Eyes Too
Everyone understands the meaning of a smile. It’s a universal symbol that transcends all language barriers and communicates warmth, friendliness, and genuine care. We all use it repeatedly in all aspects of our life to foster genuine connections with other people and since that’s what customer service is all about, you should use it here too.
When you smile don’t just show the other person your teeth. That’s not a real smile and it comes off as weird and creepy. A smile has to be genuine and sincere. You need to really feel that warmth, friendliness and genuine care if you’re going to express it in your smile. That’s why you also need to be as mentioned above, authentic and open.
And you should smile with your eyes too, not just your mouth because it adds depth to the expression. Focus on a genuine feeling of happiness, and let it radiate through your eyes. Imagine your eyes lighting up from within and sparkling and twinkling in a way that reflects your positive and friendly demeanor.
7. To Shake Hands Or Not to Shake Hands
Obviously, if you’re serving customers in a store this isn’t a question because it’s not common or expected to engage in a handshake in that context and if you did it would be considered unusual – which is something you want to avoid when trying to build a connection with a potential customer.
On the other hand, when meeting customers a handshake is far more common, but it’s still the case that there’s much variation in practice, so it can be difficult to know what to do. The truth is it depends on cultural norms, regional practices, and the nature of the business, and you need to consider all those factors when working out what to do.
If after doing so it’s still not clear, you should err on the side of caution and observe the behavior of the customer. Pay attention to any cues they may be giving and be prepared to adapt based on their response. It’s perfectly acceptable to initiate a handshake if the customer seems open to it, but it’s equally fine to refrain from one if they don’t extend their hand or they display signs of discomfort when you do.
8. Deliver Your Greeting
Now that you’ve prepared a script and approached the customer with authenticity, open body language, eye contact and a genuine smile, it’s time to deliver the greeting. Since you already know what you’re going to say, you can just focus on doing so in a warm and friendly way while of course, maintaining a professional manner.
Don’t worry if you make a mistake. Nine times out of ten the customer won’t notice, and the one time they do, they probably won’t say anything. Just continue being authentic and open as that matters far more than the actual words you’re saying. Customers appreciate genuine interactions, and a friendly demeanor always outweighs any minor slip-ups.
Remember, the greeting is not just a formality you have to go through – it’s where you start the process of creating a meaningful connection with the customer and set the tone for the relationship to come.
9. Adapt to the Customer’s Reaction
If you’re meeting a customer then their reaction to your greeting is unlikely to be negative. However, if you’re serving customers in a store, then regardless of how polished your greeting is, how well you timed your approach and how open and authentic you are, sometimes a customer just won’t respond in a positive way. Nevertheless, as a customer service agent it’s your job to read the customer’s verbal and non-verbal cues and adapt to their reaction.
In my experience, when it comes to customers in a store, there are three different types of responses to a greeting. The first is from a customer who acknowledges your greeting but doesn’t initiate further conversation or explicitly tells you that they they prefer to browse on their own. In such a case simply reassure them that they are welcome to do so and that you’ll be around (although not too close) if they need anything.
The second type of reaction from a customer to your greeting is to be reserved, hesitant or nervous about engaging with you. These customers need further reassurances before feeling comfortable to ask for what they need so be patient, maintain a calm demeanor and give them time to express their needs. Your goal is to make the customer feel at ease.
The last type of reaction is from a customer who’s open to interacting with you. They’ll make eye contact, ask questions and even smile back at you. They’ll want to explore your products or services and will appreciate your assistance or recommendations. Be friendly and attentive, and ask open-ended questions to understand their needs better. Once you do, be pro-active in helping them in the best way possible.
10. Beyond the Greeting: Your Next Steps
You’ve now successfully navigated the first step in the customer’s journey and greeted them in a way that lays the groundwork for a positive relationship, but that’s just the beginning. The next step is to transition into a meaningful conversation, so that you can fully understand the customer’s needs and meet them effectively (which we touched on at the end of the last section).
To do this, you need to build rapport with the customer and talk to them in a way that fosters an atmosphere of openness and trust, by doing things like engaging in small talk, listening actively, responding with empathy and observing non-verbal cues. I wrote an in-depth article on how to talk to a customer in person which you can find here, to guide you through that exact process.