As we go about serving people today, let us not forget a simple but powerful tool: the smile.
Have you ever approached a counter, probably at a bank or a store, and the official or representative gives you a genuine and warm smile? Can you recall the way you felt at that moment? No wonder the late Maya Angelou could write:
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
I don’t fully understand the psychology behind it, but a smile certainly is a crucial aspect of giving good service. It soothes and calms the person. A smile is a sign of goodwill; it shows you mean well. And it says so much more. It tells the person that they are important. It also informs them that they are not wasting your time. In other words, you are there not for yourself, but for them.
A smile communicates to the customer that you are relaxed and confident. Whatever the assistance they need, you are either ready to provide it or direct them to the person who can. This is important because customers are also scared at times. They need help but don’t know if they can trust you to provide it. A smile gives them that assurance.
So go ahead and give that smile. It’s priceless, yet free.