Recently, I walked into a national bank, and the teller focused on the transaction but didn’t look at me. I had a strong sensation of wanting to walk back out the door as quickly as possible.
Interestingly, I made an immediate comparison to my local bank, Whidbey Island Bank, where I have the opposite experience: Every time I go into the bank someone says “Hello” and engages with me.
I believe making eye contact with a customer or potential customer is an essential first step to making a positive connection.
If you have an on-line business, this doesn’t apply. But, even in today’s internet world, most small business owners/managers frequently meet people face to face. Depending on what source you check out, you’ll find that human communication is 70 – 90% non-verbal. Even with today’s texting and networking, most true human communication is non-verbal. (Ever notice how often you have a “gut feeling” when you meet someone new?)
And, making eye contact (with a smile) is one of the most effective ways to let someone know you appreciate their business.