This thought struck me as I entered the front door of Inkosi Eco Lodge, (one of our Cape Town training venues), on a dark, rainy Monday morning.
For those of you who don’t live in Cape Town, (most of the time you have my condolences), you won’t be able to picture a typical windswept, rain-swept winter’s day in the Mother City (for which I need your condolences!).
I arrive bedraggled, less than smiley, lugging loads of equipment and I’m met, every single time, with a huge smile from Liza or Fredlyn, an offer to help carry my stuff and, most importantly, a piping-hot cup of tea made just the way I like it.
They always get it right. Why? Because that’s who they are and making their guests feel welcome is intrinsic to them.
My trip from the front door to the training room transforms my mood. I immediately feel connected, important and spoilt – just because of a genuine smile and a cup of tea.
Do your customers feel like that when they enter your premises? How many of them do you think are weighed down by stuff they’re trying their best to cope with? I’d hazard a guess - a great many of them. Does your frontline person make them feel welcome, lighten their load – or do they leave feeling somehow less than when they arrived.
Showing customers that you value them doesn’t need to take the form of big expensive promotions. A sincere welcome, warm smile, willingness to be of assistance, and actually connecting to them as people – now that’s what keeps them coming back.
After all – it really is the small things in life that count!
Staff Training presents open hosted training courses nationwide, check out our venues page for more info.