M
Mariana G.Customer review · Store #12

"I stood there for ten minutes. Nobody said hello."

"They greeted me, remembered my name and found exactly what I needed."

Same store. Same products.

Different service.

Workshop · 3 hours

Service that sells: today's plan.

Module 1 · 40 minThe first 10 seconds

Why the greeting decides the sale.

Module 2 · 50 minThe LEAP method

Four steps for any customer.

2
Module 3 · 40 minRole-play

Real situations, real answers.

3
Module 4 · 30 minQuiz and pledge

Lock in what you learned.

4
TakeawayPocket card

The whole method on one card.

★
Why it matters

Service isn't nice to have. It's revenue.

0x*

more likely to buy when greeted in the first minute

0%*

of customers who leave do it because they felt ignored

+0%*

bigger tickets in stores that use a service method

* Illustrative figures for this sample workshop

Module 1
10

The 10-second rule.

  • 1Eye contact and a smile within 10 seconds.
  • 2A real greeting, not "next!"
  • 3If you're busy: "I'll be right with you."
Module 2

One method for every customer.

L
Listen

Let them finish. Repeat back what you heard.

L
E
Empathize

"I get it, that's frustrating." Mean it.

E
A
Act

Offer one clear solution, right now.

A
P
Promise

Say what happens next, and keep it.

P
Module 3 · Role-play

Same question. Two answers.

Customer"Do you have this in a medium?"
Before"If it's not on the shelf, we don't have it."
After"Let me check the stock room and our other store. Can I take your name while I look?"
Module 4 · Quick quiz

A customer is angry about a late order. First move?

AExplain that it's not your fault.
BOffer a discount right away.
CListen, then repeat their problem back.
DCall a manager immediately.

Answer: C · Listen first. Everything else comes after.

Cheat sheet

Do this. Not that.

✓Do

  • Use their name
  • Walk them to the product
  • Offer one extra tip
  • Thank them at the door

✕Don't

  • Point and say "over there"
  • Check your phone at the counter
  • Say "that's not my area"
  • Leave without a goodbye
Your pledge

Starting tomorrow, I will:

Greet every customer in 10 seconds
Use LEAP with every complaint
Walk customers to the product
Ask for a review when it went well
5★

Team goal for next quarter

Service that sells

Every customer is a five-star chance.

Let's go