★★★★★

“I stood there for ten minutes. Nobody said hello.”

Google review · Saturday 11:14 AM
★★★★★

“She found my size in two minutes and walked me to the fitting room.”

Google review · Saturday 11:20 AM
VS

SATURDAY · 11:04 AM

Same store.
Same products.

Workshop · 90 minutes

Today, in four episodes.

1
15 MIN

The first ten seconds

2
25 MIN

The LEAP method

3
30 MIN

Role play

4
20 MIN

Quiz and pledge

Why it matters

Serviceis revenue.

It isn't a nice extra. Customers greeted in the first minute are far more likely to buy.

0%*of shoppers who were greeted fast went on to buy
Greet fast · Listen first · Walk them there · Thank them at the door · Greet fast · Listen first · Walk them there · Thank them at the door · 

* Illustrative figure for this concept deck

10seconds

Rule number one

The 10-second rule.

✓Eye contact and a smile
✓A real greeting, not a script
✓Busy? “I'll be right with you.”

One method, every customer

Take the LEAP.

L
Listen

Let them finish. Don't plan your answer yet.

E
Empathize

“I get it. That's frustrating.”

A
Act

One clear solution, right now.

P
Promise

Say what happens next, and keep it.

Role play

Same question. Two answers.

CUSTOMERDo you have this in a medium?
BEFOREIf it's not on the shelf, we don't have it.
AFTERLet me check the stock room and our other store. Can I take your name while I look?

Quick quiz

A customer is angry about a late order. Your first move?

AOffer a discount right away
BExplain why the order was late
CListen and let them finish
DCall the manager

✓Do

  • Use their name
  • Walk them to the product
  • Thank them at the door

✕Don't

  • Point and say “over there”
  • Check your phone at the counter
  • Say “it's not my area”

Your cheat sheet

The 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

YOUR SIGNATURE

★★★★★

Every customer is a five-star chance.

Service That Sells · Retail workshop