Smile, You’re on Pandemic Camera

We are edging up to the first year anniversary of the Pandemic Lockdown in most places in the country. There is no doubt it has been a harder year on most levels and customer service is no exception.

Recently, I have noticed how bleak many of my retail interactions have become. I seem to be saying thank you more to the seller than the seller thanking me as their buyer. I actually began counting how many thank yous were sent my way and there were very few. This is not how it always was. Surely, the risks these front line workers are taking on has them wondering why them and likely the reason for them not being very cheerful.

I started to consider how, if at all, it is impacting their business. I have seen it at big box stores, shop local stores that run the retail gamut from chocolates to clothing stores to restaurants. Most of the workers are younger than me and many may only be making minimum wage. So, is it right that I expect a thank you and a smile? Is that asking too much in these Pandemic times? And am I willing to continue to shop there when they do nothing to make me feel good about the money I just spent there?

My answers came last Wednesday when a vibrant, upbeat, and cheerful young woman at my dog groomer’s shop reminded me of how easy it is to be kind and sincere. I was greeted with a smile, told how wonderful my dogs always are there, and how one of them approached her while she was doing computer work and wanted to just hug her and kiss her. The cost, which would make many people question if I am crazy, given how I have two (2) of this high maintenance breed and want a third, was not even a focus at my checkout and pickup. This young lady, named Alexis, could change the world with that smile! She surely changed mine that afternoon.

When you own a business, you need to be thankful to your customers, clients, patients. A favorable compliment, a big smile, and upbeat commentary take such little effort. Yet, when not accompanying a transaction, that void can create lasting negative impressions with the buyer. The world is a different place than one year ago and we all understand the challenges that exist today. But, the Pandemic has not taken away our ability to be kind, thankful, and to smile.

For those of you in Retail, check your cameras, are your employees smiling and laughing at checkout along with the buyer? If not, heed my blog today. You surely are missing or will miss out on future sales. I have one of the most generous tips to the groomer last week because I was feeling so good about my experience there. There is something to be said for that ‘million dollar’ smile.

So, as our days of isolation and mask wearing continue, look for that smile peeking out at the top of the mask. Listen for the sound of laughter. For surely, like our dog in this week’s photo, a smile is worth a thousand words.

Be well.