Paper or Plastic?
Ever noticed the greeting you receive more often than not by the person bagging your groceries at your local supermarket? If your local supermarket is like mine, it probably sounds something like this: “Paper or plastic?”
All too often, appropriate greetings have left the repertoire of most customer-facing employees in the service industry. Appropriate greetings seem to have transformed from gracious messages to welcome customers to robotic questions designed to increase throughput…
Here are some other “greetings” I hear a lot:
“Two for dinner?”
“Checking in?”
“For here or to go?”
As customers, it’s just as easy to lower our expectations of service providers and simply comply with these robotic questions in the same manner. But there’s no magic there. Nothing is happening to engage the customer, to make it memorable, or to build loyalty.
That may be why it’s so refreshing to experience service providers who are less robotic and more unique. These employees get your attention and make an impression by demonstrating authentic enthusiasm for their customers in ways that transform typical bland, ordinary transactions into memorable and unique experiences.
Your thoughts?
June 25th, 2008 at 6:34 pm
I have to say that here in the south (NC) you don’t see much of that anymore - the southern hospitality is still alive and Chick Fil A restaurants have set a standard for fast and friendly service. Very rarely do I come across bad greetings… well except at Wal-mart… sorry but they continue to be bad!
June 25th, 2008 at 10:55 pm
Hello Wendy. Your comment re: Chick Fil A setting the standard for fast and friendly service, enticed me to stop by my local Chick Fil A on the way home this evening. To your point, the gal who waited on me (Lindsey) was delightful. Also, this particular location was celebrating Customer Appreciation Week and, as I learned from Lindsey, had given away hundreds of milkshakes earlier in the day as a way to recognize their customers. So, I have to agree with you. It seems that southern hospitality is alive and well - even out west!