2-19-15 Basic customer service: Eye contact and a smile

Last week I wrote about the importance of making a person feel welcome coming into your store.

A couple of days ago I went to a local store to make a few purchases.  As I was going through the checkout line, I realized the clerk wasn’t looking at me; her eyes were staring off somewhere else.

I accidently did something dumb, and I started laughing at myself and made a comment, and looked up…..and the clerk didn’t break a smile and still didn’t make eye contact.

When I left, I had such a strange feeling about this encounter that I walked about 30 feet away before I realized I’d left my purchases in the basket at the checkout counter.  I zipped back to pick up my purchases, made a joke about forgetting to take them and still nothing brought the person out of her own space.

I have no idea what kind of personal issues this clerk may be dealing with off the job, and frankly, it’s not my business.  I simply was there to make some purchases and I wanted to be greeted and acknowledged.

I have said it numerous times before, but it bears repeating: It’s vitally important that anyone who has personal contact with public is coached on the importance of making eye contact and smiling.