When I was in college I worked at the now defunct supermarket chain, Grand Union, as a cashier. I really didn’t want to work there at first, but working there helped to pay for all of my expenses while attending college. Thinking way back, I remember that when customers came in line I usually didn’t even look at them or say “Hi” until one day after talking with my dad.
I must have been complaining about dealing with customers when he asked me one simple question.
“Do you say “Hi”i to your customers,” he asked.
“No,” I answered, thinking why should I?
“Why don’t you start saying “Hi” to your customers from now on,” he commanded.
Surprisingly, I actually listened to my dad even though I knew best as a teenager, and it transformed my work experience immediately. Instead of having disgruntled customers, they now seemed to be transformed into casual friends. It was amazing that one word changed both my experience and that of my customers.
Why was this so effective and powerful? I can only make a couple of assumptions as I’m not a psychologist, but this is what I think:
- It created a dialogue between the customer and myself
- I was viewed as a person, rather than some mindless cashier, or worse
- Usually people are nice to people who are nice to them
- Lastly, people want to be recognized, even in the smallest of ways
Were people nice each and every time? No, but it was rare that I had a bad experience with a customer from then on. Don’t forget to say “Hi” to your customers, or your local cashier. Who knows, one day they become your CPA!