Recently, my husband and I stopped off at a takeout restaurant on our way back to Whidbey. We had been to the place before. The restaurant was busy, and we stood in line behind two people waiting for service.
We waited for our turn....and none of the staff looked up from what they were doing; no one made eye contact or said “Hello” or “We’ll be with you in just a minute.” We waited. Finally, my husband said, “Let’s go somewhere else.” And, we did.
I can imagine the young staff had had a long day, or some cranky customers, or were just anxious to be done with their work day and head home.
But, as the customer, my only concern was being waited on, or at least having someone greet me and say they would be helping me soon. I wanted to feel welcome.
Anyone who is meeting the public in a business must always be aware of the power of that first moment when a potential customer walks through the door. More than anything else, a customer must be noticed and made to feel welcomed.