Do you have those people at work that come in and cheerfully say good morning to everyone they see? You know when they’re coming; you can hear them chatting with each person they pass on their way in. What about the person who never says anything to anybody, just makes a beeline for the desk?
I have to admit, I vary depending on who the person is and their demeanor. This one lady I work with, who is very nice, would tell you that I hardly ever say hello in the morning and pass her right by. You know why? Every time I pass her desk she looks deep in thought. And to me, the work she does seems complicated, so I never want to break her concentration.
But the security guard at the front desk, he’s not that way. He doesn’t have to, but he’s made it a point to say good morning to every person that walks in the door. Not just half-heartedly, no. Not this guy. Though he’s soft spoken, he makes eye contact, smiles, and says “Good morning!” Then, as you leave his sight, he’s sure to say “Have a nice day.” Every morning. My impression of him over the past months has come to be “what a nice guy.” And now, I catch myself saying good morning to him before he even has a chance to say anything! If you told that to the lady whose office I pass every morning, I bet she would say “Really? Frankie does that?”
So, realizing how I feel when he says good morning, I made a point to share my impression with the nice lady at work that I ignore every morning. We both laughed, and she basically told me that she’s happy to have me interrupt her to say good morning. And now I do. You know what? She probably likes me more now. Why? I’ll spare you all the nerdy social science behind this (that I LOVE), but she probably likes me more because she thinks I like her. It’s the theory of reciprocal liking.
Now, what does this have to do with you? Your customers will like you better if they think you like them. An easy way to make people think you like them is to cheerfully extend social courtesies like saying “Good morning” and “Have a great evening” to your customers. On social, I love seeing the ” Goodnight ‘tweeps, we’re outta here!” posts at the end of the evening and the “Good morning, happy people!” tweets in the morning. They add a sense of positive energy, especially in the customer support arena, where feelings might be more negative. If you also have a physical presence, look up at your customers and say “Good morning, thanks for coming in!” or something to that effect. I do recommend varying the words used; Moe’s may do well shouting “Welcome to Moe’s!” at each customer, but I think personalizing your greeting works better.
So, good evening everyone. Thanks for stopping by the Socially Supportive blog!