“A warm smile is the universal language of Kindness.” William Arthur Ward
There are some areas of Europe where if you smile too much, they think you’re drunk.
But in America, if you want to make and keep customers, you have to smile. It’s that simple.
My sister just opened a store called Christine’s Consignments (“A trendy place to shop”) in Ocean View, Delaware. Without even trying, she has taken business from the other consignment shop in town that has been there for over ten years. And it’s easy to see why.
In only three days, I heard at least 6 customers in Christine’s Consignments mention “that other lady is so rude. I’m never taking my business to her again” or “the other store lady doesn’t say hello when I walk in” or “when I asked that other lady how business was, she told me ‘it’s none of your business‘.
When you walk into Christine’s consignments, she greets you with a smile. She thanks you for coming.
If she doesn’t have what you are looking for, she’ll tell you where to find it. She’ll even make a phone call to the other store to confirm that they have it. She genuinely wants to help you, even if she’s not making a sale that day. But you’ll come back, because she smiles and makes you glad you came.
Once I went shopping in Munich, Germany. I walked into a jewelry store, cash burning a hole in my pocket. My happy mood was quickly dimmed by the cold attitude of the shopkeeper. My mother always taught me that a smile could warm up a room, so I smiled. I received a cold stare in return. When I broused too long, the shopkeeper, in an irritated manner, pushed me to make up my mind. Instead, I left and spent my money in fun-loving Spain.
If there’s one good thing about America, we are friendly here. From the time we are little children, we are taught to be polite and smile. And we come to expect it in return.
No matter what culture you live in, be it America or someplace else, letting your customers know that you’re glad they are there will keep them coming back.
Maria xxoo
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That´s so true!
When I went to NY I was warned by movies and series about the “NY attitude”, but… guess what? Everyone was super friendly with me. Everybody wanted to help, to talk with me, they made me laugh many many times. I wanted to stay there forever!
I´m used to smile when I walk in a room. And I´m used to get cold stares, bad attention, unpolite answers… the “Buenos Aires attitude”. I live here, and that´s the kind of treatment that you receive from ppl of your own country (tourists sometimes get a different treatment, I must say)
But, the other day I started drawing on the streets, but this time I didn´t wait until nobody could see me (I´m an urban artist, between other things). I sketched on bills, over some big old furniture that somebody took out as garbage, etc… and people reacted so positively that I went back home feeling incredibly happy.
They told me things such as “that´s so pretty!” “that´s art!” “you draw beautifully!”. They smiled at me, and I said “thanks!” and smiled back. And then I smiled to everybody as I walked to my next “art-stop”.
The ones who didn´t see me draw, but saw me smile at them, seemed confused, but I didn´t care at all!
I feel I gave love to the city, and the city payed me back with the same coin. And that´s priceless :3
Mako, thanks for the comment. Congrats on finding a way to put your art into the world in a positive way. You indeed gave to the city, and the city loved you for it!
Great post Maria – timely reminder to treat all people – clients and others with respect and warmth and friendliness. You certainly do that and I see your sister does too, your mother taught you well!
In that book “Minding the Store” by Stanley Marcus he talks about how he made a point of being friendly to this shabby little old lady and showed her around the fine art section of Neiman Marcus, mainly because he had nothing else to do. In the end she pulled out a wad of cash and bought a painting worth thousands. You never ever know to whom you’re being rude — or kind.
So very true. I have earned a sort of nickname “smileen” because I am overly smile-y, I guess! I can’t help myself. I get excited about what people talk about–passion is infectious!
Still, I get in bad moods sometimes. When I’m in a bad mood, I try to stay home if I can to not spread bad vibes. Also, being intensely cheerful at events can be draining especially since I’m an introvert. I try to schedule downtime after public events.
It’s sad how basics of customer service gets neglected. However, as the story of Maria’s sister demonstrates, those of us that “get it” directly benefit.
A simple smile at that first meeting of someone new sets an immediate tone of positiveness. It puts a chink in that invisible barrier (conscious or sub-concious) some people have upon interacting with strangers. A smile breaks the ice and makes you more approachable, like a friend.
Great article Maria! 🙂
Nice post! And I like how fake smiles are easy to spot, so it cannot be forced or in the name of good business. It has to be real.
Maria,
Unfortunately, I have a smile that makes people laugh–at me. Oops.
They think I am on drugs, so they buy me a drink or pop me a coin.
Seriously, say no go drrrrrruuggggs. I would never even dream of…
Shame on you, lady, for even bringing up the topic…ugh.
I have a funny smile and make weird faces at toddlers. That cheers them up and they chase me through the streets. Gee whiz.
Keep on smiling, folks, keep on smiling. Especially when you are having a bad day at the office. A smile will elevate your mood.