Every job is a self-portrait of the person who did it. Autograph your work with excellence Uncle Ray’s Knock Your Socks Off service pros know that, for all the light banter and personal fanfare we go through to create this “magical ice cream moment,” there’s a difference between being friendly and having a friendship.
A friendly transaction is a clear and understandable goal in any business- treating your customers courteously, attentively, and professionally is the “treatment” we would give a close personal friend (and in doing so, keeps us in business).
A friendship on the other hand is a relationship that begins and continues outside the bounds of the work we do and involves personal commitment far beyond the scope of the normal customer interactions.
Does that mean that customers should never be friends, or that friends shouldn’t be customers? Of course not! We hope all our friends will choose to come see us and choose to do business with us, and it is not unusual- and typically a compliment- when business relationships grow into interesting friendships. If the letters to advice columnists are to believed, it seems that a good percentage of today’s romantic relationships grow out of business relationships between service employees and customers. But that’s the result of a relationship that continues OFF the job.
Taking Care of Business
Appearances have an effect, both on customers who don’t know you and on supervisors and co-workers who do.
The next person in line may be distinctly uncomfortable by the personal chatter and other evidences of a relationship that excludes them. Even though they may not be waiting any longer than normal, the wait will feel longer to them if they think you could get their needs more quickly by dispensing with what appears to them to be idle chit-chat.
Your co-workers and managers may have a similar reaction if they mink you’re giving unequal or preferential treatment to one particular customer, especially if there are other customers nearby waiting and watching.
Remember that a Moment of Truth for you and our store involves anytime your customer has an opportunity to observe what YOU do and make a judgment on the quality involved. The best rule of thumb is to “keep it professional” at all times.
How can a customer tell that you’re professional?
Professional:
- Looks the part and is neatly dressed
- Confident communicator: doesn’t grunt or say “I don’t know” without trying to find out
- Smiles, makes eye contact
- Looks eager to help
Unprofessional:
- Ignores you usually in favor of a personal phone call or to chat with a friend
- Sighs a lot and rolls eyes
- Chews gum or looks away while talking to you
GREAT SERVICE IS NOT JUST SMILING AT THE CUSTOMER, BUT GETTING THE CUSTOMER TO SMILE AT YOU!