As a business owner or sales person welcoming a new customer into a business, you have two choices – you can ask them questions, or you can genuinely care about helping them.
This morning, while I was stretching after my workout, I witnessed a cringe-worthy example of all questions and no care. A new prospect walked into my gym to join. The girl behind the desk had clearly never met this man before.
In the most uninterested tone I have ever heard, she asked the gentleman, “How did you hear about us?”. “What is the reason you are joining today?” and then “Can you fill this out.”
She answered his questions about the cancellation policy. And then she said “oh by the way my name is Jenna.” (And she did this while staring down at a the desk while he was staring at the form he was filling in).
She never came out from behind the desk. She never shook the man’s hand and welcomed him. She never asked his name. She never cared about anything he said. She never once genuinely cared about helping him in any way.
Once his form was complete, she handed him his access card and told him it would be active within half an hour.
She never said goodbye. She never thanked him for becoming a member.
Business is about relationships. It is about helping people and solving their problems. If you’re not in business to help people, then you’re in the wrong game. If you’re in any type of customer service roll and you’re not genuinely interested in serving the customer, then please get out and go do something else.