The way you start a conversation with a customer is critical, as the first few words you say will strongly influence the customer’s perception of your business and set the tone for the rest of the conversation. Do it right and you immediately build a positive connection that lasts, do it wrong and you risk driving the customer away. That’s why I wrote this guide, to take you step by step through the process of starting a conversation with a customer the right way.
1. Be Prepared from Before They Arrive
The first step to ensuring you start a conversation with the customer the right way is to prepare before they even arrive. Once you’ve decided to engage with a customer, you want all your attention to be on making that all-important positive first impression, and not on scrambling for what to say and do in the moment, as it will have the exact opposite effect.
That means you should know the specifics of the products or services you’re offering, inside out. Make sure you’re well-versed in all their features and benefits, and that you have all the information necessary to answer the common questions customers are likely to have. That way, you’ll be able to start a conversation with a customer with a confidence that comes from having all the information at your fingertips.
Being prepared also means having several scripts in mind that you could use to start the conversation. That way, you don’t have the think about whether your first words are engaging, rude or simply strange. You already know they’re friendly and welcoming and with that pressure off your head, you can instead focus on picking up those all important cues from the customer.
Prepare a greeting that’s simple and warm but professional. If you’re struggling, here are some examples of things you can say to start your conversation:
- “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].”
- “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 [Store Name]. I’m [Your Name], and I’m at your service. What can I do for you today?”
For more information about how to greet a customer see this more in-depth article I wrote about it here.
If you’re starting your conversation with a customer over the phone you also need to prepare by ensuring that all your equipment is working properly. It’s always easier for your first few words to make a positive first impression when the customer can actually hear what you’re saying.
Since there are several significant differences when it comes to starting a conversation with a customer over the phone, I wrote two separate in-depth guides, one about how to call a customer, which you can find here, and the other about how to answer customer calls, which you can find here (although I’ll still integrate some of the more general ideas in this article too).
2. Wait for the Right Moment to Approach
The next step to starting a conversation with a customer in the right way, is to wait for the right moment to approach them. If you’re starting a conversation with a customer over the phone then this is relatively easy. If you know when the customer is available, call at that time and if you don’t, only call during regular business hours.
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 whereas other customers don’t like to be ignored for too long.
By acknowledging 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 them 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.
For more information about how to approach a customer see this more in-depth article I wrote about it here.
3. Be Authentic
The key to starting a conversation with a customer is authenticity. That’s because people can tell when a person is being genuine and when they’re not, so when you’re authentic you immediately build trust, then rapport, then a strong connection with your customer – which is the goal of starting the conversation. So show sincere interest in the customer, and be genuine and authentic.
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 start your conversation with a 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
Body language is also a form of communication – possibly even more powerful than what you say, so you want to make sure when starting a conversation with a customer, that it’s also saying the right things.
Use open body language, which means a relaxed posture, uncrossed arms and legs and open hand gestures, as it communicates warmth and approachability, and indicates that you’re receptive to the customer and willing to assist. Avoid closed body language, which means a tense or inhibited posture, crossed arms and legs, and closed or hidden hands, as it communicates the opposite and can even come off as aggressive and intimidating.
You should use open body language even if you’re starting a conversation with a customer over the phone. That’s because although they cannot see you, some of your body language is communicated through the tone and cadence of your voice and the customer will pick it up!
5. Establish and Maintain Eye Contact
Ok, this you can’t do if you’re starting a conversation with a customer over the phone, but in all other scenarios, you should establish eye contact as you approach the customer but before starting the conversation. That’s because eye contact is a simple yet powerful gesture that fosters a sense of trust, and signals to the customer that they have your full attention. What better way is there to start a conversation with a customer?
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
The best way to start a conversation with a customer is with a smile. That’s because ideally you’d want to start the conversation by saying. “I’m here to assist, I’m friendly and I won’t bite”, but the customer will see that as a bit weird. Which is why you smile – it does the exact same thing just instantaneously and without the customer even realizing it.
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.
Oh, and if you’re starting a conversation with a customer over the phone, make sure you smile in exactly the same way you would if you were face-to-face with them. Even though they can’t see it, the warmth in your voice created by that smile, will communicate it clearly to the customer.
7. To Shake Hands Or Not to Shake Hands
While you can as we’ve seen, smile over the phone, you can’t shake hands over the phone, so this issue doesn’t apply if you’re starting a conversation with a customer over the phone. If you’re starting a conversation with a customer in a store this also won’t be a question, because it’s not common or expected to engage in a handshake in that context.
On the other hand (pun intended), when meeting customers it quite common to start the conversation with a handshake, however, 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 Opening Lines
Now that you’ve prepared and approached the customer with authenticity, open body language, eye contact and a genuine smile, it’s time to deliver the opening lines that will actually start the conversation. Use the greeting you composed earlier (or one of the ones I suggested above) so that you’re free to focus on picking up cues from the customer.
If you’re starting a conversation with a customer over the phone your opening lines should include something that checks you’re speaking to the right person. I can’t tell you how many times I’ve executed the perfect start to a conversation, only to find out I was talking to the wrong person. Arrgh!
Don’t worry if you make a mistake in your opening lines. 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 start of the conversation is not just a hurdle you have to overcome – it sets the tone for the rest of the interaction and, if all goes well, it will be the beginning of a long-term, meaningful connection with the customer.
9. Work Around Any Roadblocks
There are times when, despite your carefully chosen words, your well-timed approach, and your genuine authenticity, your efforts still fail to start the conversation. Maybe you misjudged your timing, maybe the customer is having a bad day or maybe the universe simply has it in for you this week. Either way your attempt to start a conversation with a customer has hit a roadblock, and is just not taking off as planned.
In such moments, you need to maintain your demeanor but mentally take a step back and assess the cues coming from the customer. Re-evaluate the situation and try to understand what’s preventing your conversation from starting properly. Once you know what’s causing the problem, you can adapt your approach accordingly, and try to start the conversation again.
If this setback happens, don’t be disheartened. In my experience, when things go awry, but you re-evaluate, adapt, and show your commitment to the customer’s satisfaction, the conversation often starts in an even better way than it otherwise would.
10. Ignite the Conversation: Your Next Steps
You’ve now successfully navigated the first step in the customer’s journey and started a conversation with 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.
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 which you can find here, to guide you through that exact process.