Sales & Customer Service Training | Consulting | Coaching | Virtual and Face to Face Training and Workshops
  • Home
  • About
  • Training
  • Coaching
  • Consulting
  • Keynote Speaking
  • DISC PROFILE
  • Contact
  • Blog

Blog.

View my profile on LinkedIn

smile, it's part of the uniform

18/7/2019

Comments

 
Picture
​I can’t recall where I first heard the saying “Smile, it’s part of the uniform”, but it certainly stuck.  It sounds obvious for any person in a role that involves interacting with customers to have a smile on their face however, this simple yet powerful social skill is often overlooked.

You don’t realise the impact a smile has on a customer until you’ve been on the other end of an unsmiling employee.  In fact, over the last few week’s I have experienced grim-faced service staff on several occasions; in a retail variety store, a food outlet and a printing service.  On each occasion, it was apparent the person assisting me disliked their job and didn’t particularly enjoy serving customers.  I found myself feeling unwelcome and generally uncomfortable.  I couldn’t wait for the experience to be over and I certainly don’t have any desire to return to these businesses.

Facial expression has a big influence on the overall message communicated to a customer.  When a person is smiling, a customer is more likely to perceive them as friendly and helpful. It can also create a warm and welcoming environment.

A smile communicates the person’s enthusiasm and positive outlook on their role and on the business in general.  On the other hand, when an employee looks miserable, it can be interpreted by the customer as disenchantment, disapproval and even disgust.  A customer should never feel this way.

The phone should also be answered with a smile on the persons face as it changes the tone and inflection of their voice, making them sound more friendly and personable.

Of course there is a real smile and a fake smile.  While a genuine smile that radiates in one’s eyes is preferred, research shows with both a real and fake smile, the brain still releases ‘happy chemicals’ or Endorphins therefore, even a smile that is intentional can have a positive and uplifting effect on the person forcing the smile.

Customers easily pick up on the atmosphere of a store or business.  They can sense when there is a gloomy vibe.  Alternatively, they can sense when the vibe is upbeat and positive.  Facial expressions are a major contributor to establishing this positive atmosphere.
​
A smile should always be part of the uniform.  If an employee doesn’t have a smile on their face, quite simply they are not dressed for work.
Comments

    Author

    Juanita Miell-Sparks

    Archives

    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    June 2018

    Categories

    All
    Adding On A Great Service
    Characteristics Of A Great Leader
    Cutting Costs Versus Customer Service
    Different Customer Types
    Ensuring Group Training Is Effective
    Follow Up In Sales
    Hearing Vs Listening In Customer Service
    How Retail Can Save Pharmacy
    How To Turn A Complaint Into A Loyal Customer
    It's Part Of The Uniform
    Motivating A Team
    Reasons For Poor Customer Service
    Retailers In Trouble
    Sales And Professional Services
    Selling On Value Not Price
    Smile
    The Power Of Acknowledgement
    The Push Towards Self Service
    The Relationship Between Training And Coaching
    The Six P's Of Frontline Service
    Tolerating Poor Service
    Top Sales And Training
    Top Salespeople Don't Always Make Great Leaders
    To Tip Or Not To Tip
    Training Social Skills
    What Is Mystery Shopping
    Your Candidates Are Also Your Customers

Training and Services

Face to Face Training
​
Virtual Workshops
Consulting
Sales Training
Customer Service Training
Customised Training
​DISC ADVANCED® Assessments and Workshops
Sales Coaching
​Coach the Sales Coach
Keynote Speaking
​Mystery Shopping

Company


About Learn Lead Inspire
Our Values
About Juanita Miell-Sparks
Testimonials
Blog


Contact

MOBILE:      + 61 410 619 879
​EMAIL:         juanita@learnleadinspire.com.au
​ABN:            61 401 937 375



Picture
© COPYRIGHT 2020 ALL RIGHTS RESERVED.
  • Home
  • About
  • Training
  • Coaching
  • Consulting
  • Keynote Speaking
  • DISC PROFILE
  • Contact
  • Blog