FOH Series Continued-Topic #2 eye contact, Genuine Concern

In our continuation on front of the house service our topic is eye contact which is what we call a sub-topic of GENUINE CONCERN (or lack there of).

There has been much noticed and written on the deterioration of service in the retail industry (including restaurants) in the past 15-20 years. I have noticed as times have evolved (I am 47 y.o.), the manners police have joined with the politically correct police to create a very high bar where everyone is a critic!

I can say with good confidence that while you do your retail shopping, you feel a sense of quality and (maybe even) knowledge on your initial, split-second interaction with a customer service rep, cashier, or server.

Isn't it true that the person you are paying your money to, you as a customer expect some sort of connection that says, "I appreciate your business, and you as an individual?"

Case in point: I can't count the retail locations I have gone to where the floor staff or cashier did not make eye contact with me or the people I am with. I have heard or read statements made that a certain picture is worth a thousand looks and others not even one.

Some simple points for staffers:

1) The last statement above pertains to beauty and looking at a picture, not a paying customer. Your customers are paying and deserve to have you create some sort of bond.
2) If you are addressing a table (server or order taker, cashier) of multiple people, it is your job to make a connection with everyone, not just the person you perceive to be paying the bill.
3) One of the simplest actions, aside from the providing of a warm smile is to simply make eye contact with your patrons and make them feel connected to you. The "connection" between customer and staffers is perhaps the most important issue customers think about when evaluating their experience.