The words we speak are only a small part of the way we communicate with one another. 70% of what we communicate is done without speaking a word. This is called nonverbal communication. It’s everything we don’t say; our body language, what we do, how we act and react, and what we show to others when we are with them.
PERCEPTION IS REALITY
Making Eye Contact
Making eye contact acknowledges that you see, and are dealing with, your customers as individuals, that you’re paying attention. There’s a balance to be struck here: People who don’t make eye contact in our culture are considered rude or even dishonest, but staring can make your customers uncomfortable too. When you greet someone, make eye contact and say, “Hi there.”
“Hi there.”
That also means when you’re coming into work and you happen to pass by someone in the parking lot, acknowledge them too. A simple “Hi there!” works just fine. (It shows you’re more than just your ordinary typical working stiff – you’ve got something morel) When you come into our lobby and a customer is standing there waiting for an order or sitting down eating a treat say, “Hi there.”
When you’re in uniform, NEVER walk past someone without saying, “Hello.” That’s considered rude around here. (Notice VG’s stole it from us!) When you’re on duty, a customer comes into the store, smile, make eye contact, say “Hi there. I’ll be right with you!” When you know someone’s name, USE IT! Make eye contact and say, “Hi Uncle Ray, – Hi Todd, – Hi Dave!” When you’re coming in to work, say “hello” to your co-workers too! (Even if they’re not your favorite people, it could serve you well later on when you have to ask a favor of them. That’s when you can use all the friends you can get!)
Make eye contact, and call them by name.
There is nothing SWEETER to your own ears man having someone call you by “NAME.” A simple “Hi or Hello” is for people we don’t know. They’re strangers. When you use someone’s first name -they are no longer strangers- they’re considered friends. So when you KNOW IT-USE IT!
Gestures
Closed gestures such as crossed arm, hands tucked in pockets, lying low, leaning your body across the counter as sitting on the floor when you’re tired from lack of sleep, create negative nonverbal barriers. Open gestures invite people into our space and say we’re comfortable having them in our store. Many gestures are unconscious (some people cross their arms when they’re cold. for example. Dress warmly if it’s cold outside) so make a point of thinking about what you’re doing nonverbally when you deal with customers. Look alive and look alert, like you’re ready to serve!
Posture
“Stand up straight,” your mother always said, and she was right. Good physical posture conveys confidence and competence. Leaning in slightly when customers are talking says you think what they are saying is important and interesting.
Facial Expression
We all know the clues: raised eyebrows communicates surprise, a wink indicates sly agreement or alliance, tightly set lips or a straight face with no emotion, opposition; a WIDE-OPEN smile, means FRIENDLINESS. Your face communicates even when your voice doesn’t.
Physical Contact
What is and is not appropriate today varies greatly with the situation and the people involved. A handshake is customary, but placing a hand on another person’s arm or an arm over someone’s shoulder can be very personal contact. The rule of thumb is “less is best” in most situations.
Smell
This is perhaps the least understood of our senses, but an important one in work that involves getting close to customers. Be just as careful with strong perfumes and colognes-some customers and co-workers may be sensitive or allergic – as you are of the natural odors they are used to cover up. If you think you might stink, take a bath before you come to work.
Overall Appearance
Just as in a theatrical performance, you have to look your part. Not only are we talking about clean shirts neatly pressed and tucked in, hair clean and neatly styled, but your overall physical appearance: Cleanliness and neatness communicate competence. Messy people may he just as, if not more, competent than neat people, ifs true, but they will have to work a lot harder to prove it to the customer!
EXAMPLE – Sometimes the nonverbal messages we send are more powerful, more persuasive and more revealing than the words we speak. A significant part of your success will come from how you manage your face-to-face, nonverbal communications. PERCEPTION is the key to nonverbal success.