I’ve been doing a lot of shopping at Lowe’s and Home Depot recently, and I’ve noticed an interesting behavioral shift in the employees at these stores. I’m very seldom asked if I need help finding something. (Face it, after the fourth offer it starts to get annoying.) Instead they greet me with a simple, “How are you today?” Now this, this doesn’t get annoying. Quite the opposite, it makes me feel welcome in the store. It also opens the door for me to ask for help should I need it, leaving me in control rather than putting me on the spot.
This is a perfect zero-cost improvement in customer service.
