There’s the old line, “if you can’t be sincere, fake it.” Pretty please don’t. Customers can tell.
I recently went to a Shoppers Drug Mart to buy some stationary. Once at the till, the cashier did all the usual things wrong: no eye contact, no smile, lack of interest. I was going to chalk it up to another bad customer service experience when she threw in her secret weapon. Right at the end, her expression did a 180. She looked at me, held my gaze, smiled and wished me a happy day.
Dr. Jekyll meet Mr. Hyde? Maybe.
My concern is she was trained to do that at the end of every sale. Which is all well and good if the first 5 minutes hadn’t been so blah. Did she think I’d forgotten about that part? “I know you don’t care I’m here but you loved me so much at the end that I’ve dismissed the bad bits and left with a sense of support and appreciation.”
Nope. Sorry. Not how it works.
Show your sincerity. Be genuine. Embrace being in the moment and the impacts of your actions.
The customer experience isn’t summed up in the last 10 seconds. It’s the “hi” to the “good-bye” and everything in between. Work on that.
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