In the Langley Merchants Survey that I worked on recently, I noted that word-of-mouth and being a returning customer were two repeated themes about what encouraged someone to come into a business. Both of these relate to good customer service.
If you tell someone about a business, it’s usually because you were pleased with the service and the product; if you come back to a business again, it’s probably for the same reasons.
Good customer service includes many elements, but one of the simplest parts of good customer service is the first impression someone has walking into a business. Making eye contact and having a sincere smile are the first steps in sending the message that you really care about providing a positive experience for the customer.
While there is a lot of business done today through the Internet, owners and managers of many small retail operations still meet people face to face. Depending on what source you check out, you’ll find that human communication is 70 – 90% non-verbal. Even with today’s texting and networking, most true human communication is without words. (Ever notice how often you have a “gut feeling” when you meet someone new?)
Making eye contact and having a warm smile are the most effective ways to let someone know you appreciate their business.
Here is an interesting article I discovered about this: http://humanresources.about.com/od/interpersonalcommunicatio1/a/nonverbal_com.htm