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uick, what’s the typical greeting used on their last visit and how they like it. That customers who leave do so because they feel
Qmost often by 60% of retail stores? provides the opportunity to provide positive like no one cares that they’re there. Picture
You’re right if you guessed, “Can I help you?” reinforcement and/or clear up any concerns. entering an establishment waiting to be
The visitor’s usual response, “No thanks, If this is the visitor’s first visit, then the served. Then use your watch to count off 30

just looking.” The problem is the walk-in employee has a great excuse to show them seconds. You realize that even half a minute is

customer is never “just looking.” They came around, identify needs and point out specials. too long to wait.
into the premises because at some level they At any rate, if saying, “Hi, have you been here One of my seminar participants, a
perceived a need. This greeting only reminds before?” can increase sales by 16%, then it’s bakery owner, ensured a fast greeting if the
visitors that they’re not here to buy. Lousy certainly worth a test. employees were working in the back room by
selling strategy. installing a doorbell that rings as the visitor
The way you and your front-line 3. Ask about the weather. enters. They call out, “Hi there, I’ll be right
employees greet walk-in customers has I realize the weather is an often-used out!” and they keep the business. Simple and
a huge impact on your bottom line. Here topic, but it’s disarming, and gets the smart.
are some tips to ensure that you and your customer talking about something where
employees greet customers in a way that they can be the expert. The critical step The Six Worst Greetings
makes them want to buy and keep coming that’s often missed is you need to respond to • A stare — like employees are watching to
back. the customer’s comments. That shows that see if you’re going to steal something.
you’re listening — not just techniquing them. • The daze — they pretend they’re so busy

1. Show that you recognize them. Once you’ve addressed their comments, they can’t see you.
If you deal with customers, the two most you can then transition from the weather • (As you enter a restaurant) “Just one?”
important words are not, please or thank you, to identifying their needs. Example: “Well, • “Can I help you?”
but are your customer’s first and last names. at least you’re in from out of the wind now. • “Next!”
Take the restaurant I patronized in Greece, What brings you in aside from the cold • A canned phony-sounding speech.
for example. As I walk in with my friends, weather?”
he shouts, “Jeff, you’re back! Welcome!” He Written by Jeff Mowatt
smiles at the rest of my party and says, “I see 4. Compliment appropriately. (original content – not AI generated)

you’ve brought your friends, excellent! We’ll Be careful with this one. If you do it wrong, www.JeffsBusinessTips.com
clear one of our best tables for you!” At this you be construed as being a phony and will
point I don’t care what the food tastes like — lose the most important
this guy gets my business. thing you need to sell
If you don’t remember the customer’s — trust. So don’t offer a
name, you need to at least let them know general complement such INDUSTRY PROVEN
that you recognize them and are happy as, “Don’t you look good
to see them. So, an effective greeting today.” Instead make FORKLIFTS
would be, “Well, Hello! It’s nice to see you sure your complement is
again.” Customers return to secure, friendly relevant and specific. If
environments. Show that you recognize them, you work in a clothing

and they’ll want to come back. store you might say, “That
scarf is terrific; its autumn
2. Ask if they’ve been in before. colors are perfect with your
One of the best money-making greetings coloring.”
is, “Hi, have you been here before?” Michael
Gerber, author of the best seller, The E-myth, 5. Use a conversation
says that his clients who have switched from, piece.
“Can I help you?” to this greeting have seen Interesting artwork,
sales increase by 16%. While Gerber claims a talking parrot, or
to have no idea why this works so well, I anything you place near
think it’s because this greeting reminds the your entrance that draws
customer that they’ve been at your business comment is great. It gets
before, so it’s a familiar place. Familiar means the customer talking,
safe. Safe means trust. And trust means buy. questioning and interested.
“If saying, ‘Hi, have you been here before?’ Timing is everything.
can increase sales by 16%, then it’s certainly More important that
worth a test.” what you say, is the
With this greeting the employee can fact that the visitor is 5,500 LB CAPACITY UNIQUE DESIGN DOUBLE REACH
also add, “Welcome back, we appreciate acknowledged — not LIGHTWEIGHT - SHORTEST OVERHANG
your coming to see us again.” That provides necessarily served — the
that all-important recognition. They can moment they enter. One 888-557-2244 or 416-679-3838
ask the customer about what they bought study revealed that 68% of sales@bikboomtrucks.com
41 Claireville Drive, Etobicoke, Ontario, M9W 5Z7 - NE Corner of Finch & 427
www.lbmao.on.ca LBMAO Reporter - September-October 2025 17