Opening and closing greetings

June 28, 2016 01:32AM

This is something I've wondered about and want to know other shoppers opinions. I'm often asked in my reports if a CSR issued opening greetings and closing greeting at the register. Would you consider, "I can check you out" to be an opening greeting? Once the transaction is finished and I say, "Thank you", would "You're welcome" be a closing greeting? In a perfect world they would say, "Hello, how are you" and "Have a great day", but since it's not a perfect world, what is enough to check the "yes they did that" column?

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June 28, 2016 01:40AM

I wouldn't consider "I can check you out," to be a greeting or "You're welcome," to be a closing.

Are you aware you should not be saying thank you? It's hard because most of us are trained to be polite, but you should wait and let the associate thank you. To this day I have to bite my tongue and still sometimes say it when I know better

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.

June 28, 2016 02:01AM

LisaSTL is spot on. Neither is a proper greeting or closing. By you (meaning the OP) saying "thank you" first, you are indeed leading the associate into giving you a response which is a no-no in the ms'ing world.

June 28, 2016 03:16AM

Funny, there is a Mobee mission where you have to thank the cashier and note if they respond appropriately.

June 28, 2016 05:33AM

I consider any polite or friendly opening to be a greeting. I do agree though that "I can check you out" doesn't cut it. But anything beyond that does. I have been training myself for two years now not to say "thank you". It's still hard. I consider any friendly parting remark to be acceptable. I often just quote them, as I take notes as soon as I get out of the store, so I know hours later exactly what was said.

June 28, 2016 10:52AM

I think it is more of a gray area. It depends on the specific guidelines for the client, and the general demeanor of the employee.

Some clients have very specific greeting requirements for employees, and they will state that greetings such as "Can I help you?" are not acceptable. Other shop give no examples, or they give examples of things such as "Hello" or "How are you?" as acceptable greetings, and things such as "Next" or "Is that it?" as improper greetings. A greeting such as "I can check you out" falls in the middle, and is mostly used when a clerk is helpfully calling me from another line. In this case, I would give credit for an opening greeting if it sounded friendly and not gruff, and the employee had a friendly demeanor throughout the rest of the transaction. If in doubt, I might observe how the employee greets other customers. I also have the option of including the exact greeting in the comments, and letting the editor have the final say.

I also have had to train myself to not say thank you after the transaction, as it is a natural reaction for me. On the few times I would slip up and say thank you anyways, I would give the clerk credit for thanking me if they said you're welcome. It would be unfair to the clerk otherwise.

June 28, 2016 05:35PM

I too consider a "You are welcome "as a good closing if I slip up and say thank you. I am still in training not to do that myself but evidently I am a slow learner when it comes to not saying thank yous. But I too always put the closing quote in my narrative. In that way if the msc wants to they can change my check mark on the yes to a no if they do not approve of You are welcome. I have never been contacted about this being the wrong way to do it. My reports always get accepted with a high rating.

June 30, 2016 03:29PM

If these shops are for the airport their Guidelines are specific for greetings and closing. "Your welcome", is not a parting remark.

June 30, 2016 05:17PM

I write in exactly what they say, right or wrong. It is not for me to decide, it is up to the company what they deem is proper in the end. They still want to know what is said for training purposes or other reasons.

June 30, 2016 11:23PM

Interestingly I just read the new rules for Post Office shops and they say that "May I help you?" is not a pleasant greeting. They go on to say that the shopper should use their discretion about what is and is not a pleasant greeting based on situation, body language etc. but evidently they want the clerks to say something like Good Morning or Good Afternoon. I am not sure if I should continue to allow that "May I help you" when the clerk makes eye contact and smiles at me as i walk up to get a yes. In my mind this is a perfectly pleasant greeting if done with a good attitude. Just as good or better than Good Morning in a gruff voice might be.

July 01, 2016 12:21AM

It seems that many (most?) companies would like the employee to open an interaction with something more personalized than, "May I help you" or "I can help who's next." There's one shop I do where the instructions specifically say that the greeting should be non-business related, so "May I help you?" wouldn't be considered an "appropriate" greeting, even though they get credit for it being professional. I guess as opposed to "Yeah?".

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

Edited 1 time(s). Last edit at 07/01/2016 01:48AM by BirdyC.

July 01, 2016 01:12AM

Agreed. Another example, walking into a restaurant, if the host says "how many", it is not a proper greeting.

July 01, 2016 02:53PM

Good afternoon, how may I help you is a proper greeting whereas, hey, how ya doing is not.
Acknowledging you in a proper way, and 9 out of 10 times, I never get a thank you, but,
they say, have a great evening...that works for one of my companies. I think asking a question doesn't really deserve a thank you, but buying something does. I figure it out, if it sounds sincere, I make the decision. I too always want to say thank you, after all, their helping us. I think the politeness and sincerity matters most. Restaurants usually say,
"How many in your party", oh, I could go on all day!!

Live consciously....

Edited 1 time(s). Last edit at 07/01/2016 02:58PM by Irene_L.A..

July 01, 2016 03:59PM

@Irene_L.A. wrote:

Good afternoon, how may I help you is a proper greeting whereas, hey, how ya doing is not.
...

There are some clients for whom, "Hey, how ya doing?" would be considered a proper greeting. The language is casual but not rude or inappropriate for the client's environment and 'vibe'.

I think the point is that there are different criteria for each different client. What's acceptable for some would not be acceptable for others. If there are no specific guidelines, but I'm asked if the associate properly greeted me and closed the interaction, then I rely on their body language and tone of voice in addition to the specific words they say. Did it feel genuine? Were they focused on me?

Shopper in California's Bay Area

July 01, 2016 09:02PM

Sorry Caligirl.... I don't think they train employees in a decent restaurant or anywhere to greet a customer in such an unprofessional way......Hey, how ya doing!!! I actually had someone in Best Buy say that, I see he is no longer there....just saying.

Live consciously....

July 01, 2016 09:22PM

@Irene_L.A. wrote:

Sorry Caligirl.... I don't think they train employees in a decent restaurant or anywhere to greet a customer in such an unprofessional way......Hey, how ya doing!!! I actually had someone in Best Buy say that, I see he is no longer there....just saying.

You don't have to be sorry. People are wrong on this forum all the time... no apology required

I can see being greeted like that at Chipotle or Blaze Pizza just off the top of my head. I agree that it likely wouldn't be considered appropriate at a sit down restaurant, or even at more corporate fast food places. I think there are some "fun", "high energy" clients who would consider this a proper greeting.
Anyway, my point was that this would be considered a proper greeting by some clients, and you haven't said anything to dissuade me. The BestBuy example (even if true) doesn't prove your point as you seem to think.
My argument: There are some clients who would consider this a proper greeting. Here are two examples.
Your argument: There are no clients who would consider this a proper greeting. Here's one example of a client who I believe didn't consider it proper, therefore all clients wouldn't consider it proper.

Shopper in California's Bay Area

July 01, 2016 09:30PM

I'm still trying not to say thank you, but it's really hard. Even if I do say it, they should be able to also say thank you. Such as: Thank YOU for shopping with us today. We appreciate your business. Thanks, and come again. Etc.

July 02, 2016 01:01AM

Edited 1 time(s). Last edit at 07/02/2016 11:31AM by Mert.

July 02, 2016 01:14AM

Chipotle does consider, "Hi; how ya doing"? appropriate, as I think B-Dubs would, too. Obviously it wouldn't be at many other places. Even just a "Hi" is OK, as long as the employee seems genuine (i.e., smiles, makes eye contact). They want the employee to do a "greet" before asking for the order.

As CaliGirl says, it really depends on the client. But, with a lack of specific guidelines as to exactly what constitutes an "appropriate" greeting, I think common sense works--considering what type of business, whether upscale or casual, overall atmosphere of the store or restaurant, actual demeanor of the employee (not just what he or she says, but how), etc.

I learn something new every day, but not everyday!
I've learned to never trust spell-check or my phone's auto-fill feature.

July 02, 2016 01:25AM

I guess, "Where the HECK do you want to sit? A BOOTH or a table?" Is not considered a friendly greeting from a Hostess.

I've had, "How many in your party?" from a Hostess and nothing more was said by her.
...
"What are you having?" from a Server but no welcoming greeting.

"Ready to order?" from a fast food cashier who was looking everywhere ...but at me... with no smile or warm greeting...

July 02, 2016 03:03AM

At the Rita's (ices and gelatos) I shopped recently, I was greeted with a friendly and smiling, "Hey, how you doing today?" Of course, this is an EXTREMELY casual place, not even a restaurant, just a place to get something to cool off. But it was appropriate for the location.

July 03, 2016 12:28AM

I'm sharing because this was so funny regarding this topic. I go to McD for a coffee and the employee sweeping makes eye contact and says to me: "Good morning, have a great day", and gives me a big smile, now that's a greeting (I was impressed), too bad I wasn't
working.

Live consciously....

July 03, 2016 12:38AM

If all employees treated each interaction as if it were a mystery shop, shoppers would be out of business

July 03, 2016 01:46AM

How about "Next, I said Next Goddamn it, This is not the DMV"?

Shopping Western NY, Northeast and Central PA, and parts of Ohio and West Virginia. Have car will travel anywhere if the monies right.

July 03, 2016 04:25AM

@LisaSTL wrote:

I wouldn't consider "I can check you out," to be a greeting or "You're welcome," to be a closing.

Are you aware you should not be saying thank you? It's hard because most of us are trained to be polite, but you should wait and let the associate thank you. To this day I have to bite my tongue and still sometimes say it when I know better

Oh--I so agree with that. I have to stop myself all the time from saying "thank you". However, if an employee helps you find something--why should they thank me? That logic has always confused me. They helped me and I should say thanks.

July 08, 2016 04:31AM

If i do forget and say thank you, I write it up as, " the associate responded with a closing of _______________ only after I thanked them. I have had no problems regarding this. Most companies are reasonable and realize that mistakes are made, but it they are explained and are reasonable you usually will get paid.

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Opening and closing greetings

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