We found out the average time that it took for staff to greet their customers. On the mainstream front it took an average of almost a minute before the customers were greeted. For mid-luxury, half-a-minute and Luxury retail outlets greeted their customers on an average of 26 seconds. All of these interestingly seems to be above the 10-second mark for greeting customers.
Of course, not forgetting that we are talking about averages and other things might be happening at a store before a staff was able to greet a customer. Which brings us back to the 26 seconds it takes a Luxury retail staff to greet a customer. Imagine yourself walking into a store and browsing on your own for a while. You’ve just about made up your mind on whether you want to shop there or not, when a staff approaches to greet you. A warm greeting can turn things around for a shopper that has decided not to purchase, or heighten the experience of a shopper that was just “browsing” and convert him or her into a customer. Most importantly, a potential long term buyer.
In the next article, we’ll take a look at how to greet customers and what a customer would do if they had wait for a long time. In the mean time check out our article on Customer Service Fluidity.