Small talk to me is talking about something other than the business or transaction at hand. This may include asking about the weather, local events, the news, family or anything else that most people may have in common. Small talk allows for a more personal connection with the customer and may be completely optional or it may be used to secure a sale or other motive.
Small talk establishes trust with the customer. Many customers have their guard up and small talk puts them at ease and lets them see they are dealing with a regular person. It is important to know when small talk is appropriate though, since some customers may not appreciate it. If a customer responds to the initial small talk comment the conversation may even lead to an upsale. The customer will also more than likely seek out the person the next time they need assistance.
This is a topic that is near and dear to the hearts of my readers, researchers, and website visitors. So much so that one of them were kind enough to share their own personal opinions. I don’t claim to be the best interviewer in the world, but I do promise some good, raw, and honest answers from normal people like you and me. I do my best to NOT filter these answers, except for the bad words and hateful speech.
With that little blurb out of the way, let’s dive right into the juicy bits of (potentially) life-changing insights.
Current Topic: Small Talk With Customers
‘R’ = Richard N. Stephenson (me!) ‘I’ = Interviewee (anonymous by request unless otherwise noted)
[This interview is inspired and fueled by research done for my book: Just Say Something! Use Small Talk To Succeed At Work, Empower Introverts, & Handle Annoying Coworkers.]
R: To you, what are some of the biggest benefits usually associated with this topic?
I: Customers like to make small talk and feel comfortable and welcomed in a business so they will be more apt to return. They feel like they have a friend or someone they won’t feel awkward with so they will speak more favorably of the business. It also helps to find out more information about customers so you business can adjust what they need.
R: What is the biggest, life-changing thing that could come from this topic?
I: If you work in retail or sales, small talk with customers can increase your commission by tenfold. Engaging in small talk with customers creates a sense of bond and understanding between you and the individual(s) looking to purchase one of your products. If the customer feels like you’re an actual person and not just a robot selling things, they feel more comfortable making a purchase.
R: Tell me about your thoughts on how this helps folks be better in life?
I: I believe that creating small talk with a customer can turn a one time customer into a long time one. Small talk helps you to get to know the customer’s reasons for choosing your store. By showing such great interest in them, they will feel that they have established a relationship with you and will return to your store. It can make you a better person by taking the time to listen to a stranger which will help you become a better listener.
R: Describe the perfect person that is a shining example of this topic, in your opinion.
I: A great example is a salesperson. Making the customer feel comfortable is very important to a salesperson. So engaging in “small talk” like you are in a normal relationship can be very important.
I used to sell advertising. In most of my in person meetings, I would make a point to ask about their company, family, etc. For example, if I see a photo of their son/daughter/grandkid in a Little League uniform, I will ask them about that. Small talk can make the customer more comfortable when I talk about business.
R: If you had to pick who’s the worst at this subject, who would it be?
I: I once went to a restaurant where my waiter was the absolute worst with small talk because of his timing. He would come by as we were eating our food and decide that was the time to talk with us. He would stay for 5-6 minutes at a time as we were trying to eat, just chatting about the weather and his commute to work. I was trying to be polite but I just wanted to enjoy my meal and he wasn’t getting the hint. Not a good dinner.
R: If you had to pick right now, how could you use this subject in your life more?
I: I make small talk with customers while standing in line to expedite wait time.I make small talk with customers to find out about specific items that might be on sale.I make small talk with customers to find out how to go about preparing a specific meal and tips on how to go about it. (What ingredients, how long to cook etc…)
R: Pick a time, pick any time… when should folks out there bring this idea into their lives?
I: As soon as they come in and they seem to just be browsing around. Or maybe at the checkout counter as you are ringing them up. Customers want to feel at home, I would do everything within my power to make them feel at ease in my store or business. That’s not to say I would just waste time for no reason if their is a more pressing issue.
R: When is a time you feel this topic needs to be set aside or not even considered?
I: When customers are busy or in a hurry, don’t make small talk. At best, it’s bothersome and annoying. At worst, it can ruin their day. So it’s good to be sure that small talk is desired by both parties.
R: Can you tell me where folks out there should plan to bring this idea into their lives?
I: The grocery store checkout lane is the best place. Both the shopper and the checkout person have a lot of time to kill while groceries are being scanned, and it’s rude for the shopper to be doing something else like talking on the phone.
It’s really easy to start talking about the weather and maybe about the food you’re buying and why (it’s for my Sunday football party; I thought I’d try this new thing out, have you ever had it?; I can never get enough hummus). The small talk fills the empty space and helps both parties feel comfortable.
R: What place is this subject just totally inappropriate for?
I: Honestly, the worst place to do what you are describing is in any work environment. I understand, and completely agree, that it is important to be friendly and warm towards customers, but once a transaction is completed everyone should just go about their business. I have witnessed lines becoming backed up at grocery stores, clothing stores, etc. because of overly talkative employees.
R: Describe the type of person who will get the most out of this?
I: I think after all of the recent goings-on with the federal shutdown and debt issues, the U.S. Congress needs a lot of help talking with the people it’s supposed to serve. Right now, there is little one can do to try and communicate with your congressperson. They need to get out there more and actually listen to how mad people are, right now I feel that they have no clue or don’t care.
R: Describe at least one thing you would recommend to someone looking into this topic more.
I: Do your research and find out what are the most important things to that customer. Those things can be personal (i.e., children or hobby) or a specific thing related to their work. You want to convey to them, their interests are important to you and you value them.
It is helpful to ask them questions about these important things before they bring them up. This conveys that you remember what they value and are very interested in learning how things are going and aren’t relying on them to tell you that information.
R: Give me an idea of something people should avoid in learning more about this topic.
I: I am both a buyer of professional services and sell them. I have seen small talk used effectively. The number one turnoff to me is a sense that a person who is trying to sell to me is patronizing me. I am looking for someone who knows or can do something I can’t when I’m buying services.
Unfortunately, some people selling services seem to assume that my needs indicate that I’m slow or unsophisticated, and when I ask questions or try to engage in small talk, they patronize me and act as if they are smarter or more sophisticated. If they do that at any point in the presentation including the small talk surrounding the meeting, I start thinking about finding someone who appreciates that I am a professional and am not interested in being patronized by anyone, but especially someone I am paying to solve a problem. If the person doesn’t respect me, I will assume that they aren’t going to serve me professionally in my best interest.
R: This topic is broad and the readers will need some focus. Can you help guide them along with an example of what to do next?
I: Making small talk with customers a bigger part of your life begins with being truly interested in the lives of your customers. Try asking your customers open-ended questions that begin with “Who,” “What,” “When,” and “Where.” For example, if you really like a customer’s earrings, tell them so, and ask where they got it. Or if you see a customer with a sports team logo on their hat ask them how the last game go, or about an upcoming game. You’ll be surprised how easily people open up!
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Thank you for reading this personal journey into becoming a better person and having a better future ahead of you. I hope you enjoyed this interview conversation and found golden nuggets you can immediately apply to your daily life.
If you’re interested in discovering how to use small talk to succeed at work, transform your introversion into a useful skill, and handle those annoying coworkers, then check out Just Say Something!.
Please feel free to share your thoughts, comments, or personal life-changing wisdom below.