How to Greet Customers

1. The Importance of a Strong Greeting

✅ Creates a welcoming atmosphere – Makes customers feel valued and comfortable.
✅ Establishes a personal connection – Encourages engagement and trust.
✅ Improves sales potential – Customers are more likely to make a purchase when greeted properly.
✅ Reduces intimidation – Some customers may feel overwhelmed by choices, a friendly greeting eases them in.

2. Key Elements of a Great Customer Greeting

2.1 The 30-Second Rule

📌 Acknowledge every customer within 30 seconds of entering the store.
📌 Even if assisting another customer, make eye contact, smile, and nod to acknowledge their presence. This includes if you are on the phone, computer or speaking to someone in person

2.2 The 6-Foot Rule

📌 Engage customers within a 6-foot radius when they enter or pass by.
📌 If the store is busy, at least wave, smile, or make eye contact to show acknowledgment.

2.3 The 3-Part Greeting Formula

A proper greeting should include three essential components:

1️⃣ Smile 😊 – A genuine smile makes a huge difference in approachability.
2️⃣ Make Eye Contact 👀 – Shows attentiveness and respect.
3️⃣ Use a Friendly Opening Line 💬 – Customize the greeting based on the situation.

📌 Example Standard Greetings:

• "Welcome to Westside Market! Let us know if you need anything."
• "Good morning/afternoon! What brings you in today?"
• "Hello! Have you visited us before?"
• "Welcome in! Are you looking for something specific or just browsing?"

3. Personalizing the Greeting

3.1 Greeting Returning Customers

✅ If a customer has shopped before, acknowledge them personally:

• "Welcome back! How did your last purchase work out for you?"
• "Great to see you again! Let me know if I can help with anything today."

3.2 Greeting First-Time Visitors

✅ If unsure whether it’s their first time, ask:

• "Is this your first time visiting us?"
• "Welcome! Would you like a quick tour of the store?"

3.3 Greeting Customers Who Are Browsing

✅ If a customer prefers to browse, give them space while remaining available:

• "Take your time! Let me know if you have any questions."
• "Enjoy looking around! I'm here if you need help with anything."

3.4 Greeting Customers Shopping for a Specific Item

✅ If a customer seems focused or walks in with a purpose, ask:

• "Are you shopping for a particular piece today?"
• "Looking for something specific, or just exploring options?"

3.5 Greeting Couples or Groups

✅ When multiple people enter together:

• Acknowledge the entire group by making eye contact with each person.
• Use a friendly, inclusive greeting:
  • "Welcome in! Shopping for something special today?"
  • "Hi everyone! Let us know if we can help with anything."

4. Reading the Customer’s Response

✅ Observe Body Language – Some customers enjoy engagement, others prefer space.
✅ If a customer makes eye contact and responds, continue the conversation.
✅ If they give short answers or avoid eye contact, allow them to browse but remain accessible.
✅ Never pressure a customer – Let them shop at their own pace.

5. Handling a Busy Store While Greeting Customers

✅ If occupied with another customer:

• Make eye contact, smile, and say:
  • "Hi there! I'll be with you shortly."
  • "Feel free to browse, and I’ll check in soon."

✅ If another associate is available:

• "My colleague [Name] can assist you right away!"

✅ If multiple customers enter at once:

• Acknowledge the group collectively:
  • "Welcome in! Let us know how we can help!"
• Follow up individually as soon as possible.

6. Things to Avoid When Greeting Customers

🚫 Avoid generic, robotic greetings. Instead of:

• ❌ "Can I help you?" (Too abrupt, easy to dismiss)
  ✅ Use: "What brings you in today?" (More inviting)

🚫 Never ignore a customer – Even if busy, always acknowledge them.
🚫 Avoid negative or closed-off body language – No crossing arms, looking away, or seeming distracted.
🚫 Do not pressure customers – Allow them to shop comfortably.
🚫 Avoid talking only to one person in a group – Engage everyone.

7. Enhancing the Greeting with Store Promotions & Services

✅ Mention any current promotions:

• "By the way, we’re running a special on sectionals this week!"

✅ Introduce additional services:

• "We offer home design consultations through our members in the store if you'd like help planning your space!"
• "Our team can assist with delivery and setup with approved outside Delivery Companies– let me know if you need details!"

✅ Use the greeting as an opportunity to set the tone for great service!

8. Creating a Customer-Focused Greeting Culture

📌 Every employee should be trained to greet customers consistently and professionally.
📌 Store Managers should reinforce greeting best practices through coaching and feedback.
📌 Greeting customers should be an automatic habit, not an afterthought.
📌 A well-executed greeting increases customer comfort, trust, and the likelihood of a sale!

9. Summary: The Perfect Greeting in Action

🔹 Step 1: Smile 😊 and make eye contact 👀.
🔹 Step 2: Say a friendly, engaging greeting 💬.
🔹 Step 3: Personalize the approach based on customer type.
🔹 Step 4: Read the customer’s response and adjust engagement.
🔹 Step 5: Offer help or space, ensuring they feel welcome.

A great greeting is the first step toward an exceptional shopping experience. By following these best practices, the Westside Market team can create a warm, inviting atmosphere that builds customer loyalty and drives sales success.