The power of eye contact and a nod of acknowledgment

For businesses that have walk-in traffic, there is a simple, but important gesture that should be instilled in any employee coming into contact with customers entering the business. The gesture is the nodding of the head with eye contact, acknowledging that you’ve seen any customer. Here are some benefits of acknowledging the customer in this way:

• The customer feels that you value them enough to stop what you are doing and show a sign that you know they are there.
• For customers standing in line, it’s a quick way of saying that we’ll be with you as soon as we can without actually speaking a word.
• If the customer has a quick question, this gives them a chance to quickly ask it without feeling like they’ve completely interrupted you.

I’ve also noticed that customers who may be impatient waiting in line, will stay longer if they know that you’ve seen them already. Maybe it gives them a feeling of guilt if they know you’ve seen them, and then they decide to walk out. In any case, it’s a great business practice and customers appreciate it.

February 12, 2019