Small talk means to acknowledge folks as people rather than automatons that hand over their money. Showing interest about general things from their lives make it easier to remain pleasant and patient for both parties. It also make long transactions more bearable, especially after waiting in line. Small talk can lead to talking about future promotions and special deals, too.
Small talking with customers makes them feel like they are valued as a consumer.It makes the customer feel important. It makes the worker appear friendly and knowledgeable. It makes you feel welcome. It fosters a positive atmosphere.
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)
R: What are some of the biggest reasons you would ever look into this subject?
I: To build a good trust relationship with the customer. To find out more about the customers interests. To show the customer that my company I work for, that they are purchasing something from, is interested in what they have to say, good buyer/seller communication and that it’s important to us.
R: Think about the topic for a bit – describe what’s so special about it for most folks?
I: If the customer is making a very important purchase such as a home, the interaction with the employee can mean the difference between a sale and no sale. Sometimes the customer actually intended to buy the product but was put off by the employee. I’ve seen it happen personally.
R: Please tell me about your own experience with this topic and how it helped someone be better.
I: You may enlighten them about something they didn’t know before.Just talking to them may brighten their day.Next time the person may small talk it with some one else and brighten their day.Small talking it may help the person sharpen his/her people skills.
R: If you had to pick the “World’s Best” for this topic, who would it be?
I: I think that it takes a real people person to be really good at small talk with customers. Somebody who is really interested in people and their problems and joys. This type of person is a real boon to any retail business.
R: Provide us with an example of what kind of person is better of never talking about this subject ever again.
I: I have a friend who works at Best Buy, and he’s usually very upfront and honest with my friends and I when we talk. However, when dealing with customers at Best Buy, I’ve noticed that he’s visibly less talkative and tends to be quiet around customers unless asked. I think the fact that he’s so straightforward makes it difficult for him to generate small talk with customers because of things that customers might or might not want to hear.
R: How do you bring this topic into your life?
I: I find that small talk improves the situation with customers by adding a sense of familiarity to the interaction. It also increases potential for sales and also for repeat customers. People are more likely to take their business to someone they see as a friend.
R: Pick a time, pick any time… when should folks out there bring this idea into their lives?
I: Any time if you work in retail or food service. You want to make a personal connection with customers, they might be inclined to come back or even tell your supervisor that your are doing a good job. If you work in food service it also helps with tips.
R: When is a time you feel this topic needs to be set aside or not even considered?
I: When you are talking about personal lives. You should keep professional and private life separate. You can turn off a customer by asking too many personal questions.
R: Where can regular people like you and me plan to bring this into our daily routine?
I: As a railroad manager, the best place to make small talk with a customer is their place of business. It is important to make a bond with your customers because it is beneficial to business and builds loyalty. Making a point to go to a customer’s place of business where we deliver rail cars is the perfect setting for small talk. The customer is comfortable because they are within their comfort zone of their work setting. It puts them at ease and makes for better small talk.
R: What place is this subject just totall inappropriate for?
I: A library because everyone is supposed to be quiet in a library. It would be acceptable to help customers out, but carrying on small talk could disturb others in the library. Not adhering to the rules of the library would be unprofessional even if it were just harmless small talk because people go to the library to study or do important work and have peace and quiet while doing so.
R: Do you know of any people, organizations, or groups that could benefit from learning more about this topic?
I: Wal-Mart. They have horrendous customer service in that regard. They run when they see a customer approaching. I believe they would have a much better image if they attempted to talk with customers.
R: What special tricks, tactics, or strategies could you recommend for us today?
I: My most useful advice to someone that needs help engaging in small talk with customers is to listen to what they have to say, that is the most important. Once you listen and understand what the customer is talking about, finding a response and engaging in conversation will come easier. Also, remembering that the customer is just another person, talk to them as if they’re your friend, with respect and be courteous.
R: Share with us your thoughts on what’s most damaging when it comes to this subject.
I: I would say that there is never a good time to discuss politics with customers. You may think you’re saying something real safe, like “it looks like it will be a close election.” But you never can tell where that will lead. The customer might take that innocent remark and say something like “are you kidding? you must not have seen the latest polls.” Before you know it, you have an unnecessary, awkward situation. The best thing to do when considering a conversation about politics, is probably don’t start one. Especially with a customer.
R: How would you describe a practical step we could take today to get more done on this topic?
I: Actively engage customers. Many employees try to avoid customers, while I find it enjoyable to talk with so many different people every day. It really opens up your mind to new things by seeing and chatting with people from all walks of life.
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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.