Hereford shops understand the modern customers needs - you only have to see the groundbreaking move by Iceland (a national chain, no less) which will no doubt force the hand of lackadaisical local shops. Just see this massive new sign posted within the city centre.

All I want to know is where to shop. Where do I get a smile, feel welcome and relaxed and perhaps even enjoy shopping.

I recently went to California and was amazed at the experience. I had no wish to embrace the land of pseudo “Have a nice day”, the large, brash culture, etc., etc. I went to watch whales (in the sea). But much as I have recently been converted from a dog-hater to a dog- well - liker (let’s not go too far at this early stage!) I was bowled over by the Americans. I was STAGGERED by the way those in what here might be called by those who view them and described by those that do them, as “menial” jobs took immense pride in doing their job. For your sake - for the customers sake. They really did mean it! Read More...

KISS! No - Keep It Simple, Smiley. Although, I suppose I could have meant that you actually …. no. “Have a nice day” is bad enough but that would be going too far!

I’m assuming you’ve got your customer into your place - that’s hard enough. Now, if you have what they want, it’s easy!

Rubbish. Too many business think like that.

Your job is to make that customer happy one way or another and the very FIRST thing you have to do is make them relax. You are not even going to get into a discussion about how you can help them if they are not relaxed. And unless they are desperate for what you have to offer, you’ll be lucky to sell them anything. And even luckier to get them to come back another day! Which after all, should be your prime purpose.

Like me you’ll have driven a few miles out into Herefordshire for a pint or maybe a meal to a pub somewhere and had a lousy reception. Perhaps you’ve waited an hour for your food. Or been left desperate for another drink or a dessert - unable to catch the waiters eye. Or just been glowered at when you entered. No? Then you’re lucky - it’s commonplace and flabbergasting. There are still businesses that are that smug. They will serve you - on their terms.

Or you’ve gone in a shop and don’t get served in turn. Or they look at your simple request for help as if you were daft. Whatever - it’s difficult being relaxed in some places with the welcome you get.

So it should be obvious. All you have to do is what you would do to any member of your family, any friend - SMILE and say “How are you doing?”. Or whatever welcome suits you. Certainly not “Can I help you?”. Or the modern equivalent drawling “You alright?”. You should treat them as individuals - god forbid you should think of them as “Customers”. So be inventive “You look a bit cold.” or “Wow, what an amazing dress!” - be spontaneous. Or wait til you see where their eye goes and then make some interesting comment about what they’re looking at and then drop back. But above all look pleased to see them. SMILE!

Number One in business - SMILE.

Now go out and about and see if you see nay smiles - and hopefully some genuine ones. And if you don’t then realise that that is the Managers fault entirely. Staff training and encouragement. If only we all worked for tips we’d soon see an improvement!

PS Why does the title say “in Herefordshire”? You didn’t think that it was any different to the rest of the world, did you? People buy from people. How simple can it be!

PPS So now write a Review of a place you’ve been to, shop you’ve bought from, guy you’ve used - and help us all!!

Tags: Smile, Welcome