Manager’s Check list

So you’ve decided to do your own version of “undercover boss” to make sure your customers feel welcome. Here are a few things to look for when it comes to hellos and goodbyes.

• When you call to find out the hours of operation or directions, is the recorded phone message designed to make you feel welcome?
• If your business has an 800 number, does the customers service representative answering the phone saying hello and perhaps asking you have you are doing today?
• When you have a first face-to-face interaction with a member of the staff, maybe a doorman, a valet or a receptionist, do they greet you with a smile?
• Do you get a feeling that the person greeting you is reading the signals your body language is sending? Do you feel that they care about you?
• When you leave the business, does any one thank you for coming and leave you with a message that will make you look forward to coming back?