Customer Service – How to Greet a Customer

There are some very simple ways to greet a customer that takes very little time, but will lead to long-term business.There are 5 things you need to know when greeting a customer:

1. Smile -  this will make your prospective resident feel welcomed and at ease
2. Stand up -  this will make your prospective resident feel important
3. Introduce yourself and ask their name – this will increase their comfort level and make them more comfortable
4. Welcome them to your community – this will let them know you care and that you are ready to help make this their home
5. Shake hands – This is basically a given in most business offices.  With the flu season you may choose to not do this at times.

Did you know that a hand shake tells a lot about a person.  There are basically 4 different types of personalities and by knowing which one you are dealing with will help you create a selling technique that will get you the renter.

1. The Lamb – a limp handshake or is reluctant to shake your hand.  Seems nervous or uncomfortable.  So how do you deal with the “Lamb”…You need to be as understanding as possible.  Let them know that you are there to make their life easier and that you will be with them every step of the way.  Be gentle and reassuring.  Let them know what makes your complex comfortable, and friendly.  Don’t rush a Lamb, just be encouraging.
2. The Bull – they have a powerful presence.  The handshake is quick, firm, almost bone-crushing.  They are straight to the point and humor will not usually work with them.  Dealing with them, you will want to stick to the business points.  They don’t care if you have water day for the children, they want to know what the bottom line is.  Let them know the logical reason to rent from you…your complex is only 5 minutes from work, and 10 minutes from the grocery store, etc.  Get to the point as soon as possible…just the facts, ma’am.
3. The Owl – their handshake will be strong and squeezing.  They think about things more than talks about them.  Detail oriented and will usually come with a notebook or have lots of questions.  The Owl will need to know specific information and they want to see it in writing.  They will not make a decision until all the facts are in and their questions have been answered.  If you don’t know the answer, find it and find it quick.
4. The Tiger – energetic, and fun-loving.  Their handshake will be generous and they will be loud, funny and will use their hands to talk with.  They may even bring a friend with them.  They will open all the doors, cabinets, etc. in an apartment tour.  When dealing with the Tiger, you need to be entertaining and fun.  Let them talk about themselves, stress any activities you do with your residents or offer.  They are a social butterfly and will want to live some place that offers them a chance to be this.  Stay in touch with the Tiger right up to her move-in to keep her on track.

So practice shaking hands and dealing with each type of personality.  You might find that changing your practice to fit the personality will get you more move-ins.