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Extra Features and Video Online FloristsReview.com R E A D O N L I N E 55 4 Ask about the weather. I realize the weather is an often-used topic, but it's disarming and gets the customer talking about something where he or she can be the expert. The critical step that's often missed is you need to respond to the customers' comments. That shows that you're listening—not just techniquing them. Once you've addressed a customer's comments, you can then transition from the weather to identifying her needs: "Well, at least you're in from out of the wind now. What brings you in aside from the cold weather?" 5 Use a conversation piece. Interesting artwork, a talking parrot or anything you place near your entrance that draws comment is a great conversation- starter. It gets a customer talking, questioning and interested. 6 Compliment appropriately. Be careful with this one. If you do it wrong, you can come across as being phony, and you will lose the most important thing you need to sell: trust. So don't offer a general compliment such as "Don't you look lovely today?" Instead, make sure any compliment is relevant and specific, such as "That scarf is beautiful. Its autumn colors are perfect with your coloring." 7 Never imply that serving a customer is a problem for you. Under no circumstances should you ever respond to a customer's "Thank you" with the too-often-used phrase "No problem." Of course, serving a customer should not be a problem for you, and no customer wants to feel like you serving them could be a problem for you. A much more professional response is "My pleasure." (It's the world- renowned signature phrase of the highly lauded Ritz-Carlton Hotel Company.) 1 Acknowledge walk-in customers immediately! Most important is that you acknowledge every customer the moment he or she enters your store. One study reveals that 68 percent of customers who leave a store do so because they feel that no one cares that they're there. Picture entering an establishment, then use your watch to count off 30 seconds. You realize that even half a minute is too long to wait. 2 Show that you recognize them. When dealing with customers, the two most important words/phrases are not "please" or "thank you"; instead, the most important words are the customer's first and/ or last name (Gladys; Mrs. Jones). If you don't remember a customer's name, let her know that you recognize her and are happy to see her by saying something like "Good morning. It's nice to see you again" or "Welcome back. We appreciate you coming to see us again." Customers return to secure, friendly environments. By demonstrating that you recognize them, they'll want to come back. Such greetings let customers know that you know they've been at your business before, so a comfortable and familiar relationship begins. Familiar means safe, safe means trust, and trust means buy. 3 If you don't recognize a walk-in customer, ask if he or she has been in before. One of the best moneymaking greetings is, "Hi, have you been in before?" Michael Gerber, author of the best-selling The E Myth series of books, says that his clients who have switched from "May I help you?" to "Hi, have you been in before?" have seen sales increase by 16 percent. In addition, if this is a customer's first visit, you have a perfect opportunity to show her around, identify her needs and point out specials. HANDLING WALK-IN CUSTOMERS If you're like most business owners and managers, you'll probably find that when you assess the phone practices within your company, there's room for improvement. The good news is that with just a little training, it's easy to develop skills that will ensure your customers keep coming back. Here are seven tips to make sure that you and your employees greet customers in a way that makes them want to buy and keep coming back.

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