Being Positive Sells
When your turn at the checkout comes, the checkout operator invariable asks ”how are you today? ”. My response is excellent, how are you doing?”. The majority of responses are “Not too Bad”. Not too bad, could it be worse, well its definitely not good, this is not a very positive answer. It does not convey enthusiasm, you feel they don’t want to be there, don’t want to be serving you. Well they are just employees and only asked how we were because they were told too. In may big businesses it is called SOP, Standard Operating Procedure. Management tells staff how to behave without getting their buy in on the how and why of what they are doing. As a result I actually avoid some operators at the supermarket wherever possible as I want my days to be bright and cheery. Negative people can drag you down.
Now as a small business owner you should never do this. If you are not positive and excited about your business why would your customers want to buy from you. Any negative comment or action portrays a negative Business Branding message to your customers. Make sure your staff are happy and excited about being there. Happy staff are more productive and produce happy customers. Better still happy staff make happy business owners. Give your staff ownership and responsibility, make sure they understand and support your Brand Values. Involve your staff in your business planing and marketing.
Make a point of starting every customer interaction with a solid positive thought. Greet them enthusiastically as you want them to be happy and exchange their money for your goods and services. Watch as your business changes, sales grow and customers just keep on coming back.