"So how many sandwiches are we making?" were the first words directed at us as we walked up to the counter of a local sandwich shop. There was no accompanying smile or eye contact ... it was all about getting directly to the point.
It was also rather off-putting, especially considering that we were the only customers in the store at the time.
The first contact sets the tone for the transaction, and in this case, I suppose I could say the service was brisk, efficient and competent. Our sandwiches were made, the charges were rung up and the transaction was complete.
But I wouldn't call it personable. There was no greeting, no friendliness, and most importantly, no sign of appreciation for our patronage. We were serviced. Had we had the ingredients at home, we could have raided the refrigerator for the same results, except we probably would have enjoyed the process a bit more.
The first contact sets the tone for the transaction but it also helps to establish the foundation for a future relationship, if there is going to be one.
In this case, probably not.
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Remember...
A friendly greeting and a thank you are so important to consumers today. They cost absolutely nothing but the repercussions of forgetting such details can be devastating to a business.
Once again, it is the details that matter.
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