Smile A Little

20/5/2011

As part of our conversations around what makes a successful SME business, we have touched on the ideas of reputations being built (and lost) on the back of stakeholders experience of your organisation. I came across this conversation at TED http://www.ted.com/conversations/2761/do_you_have_a_story_where_your.html and it made me think, the power of a smile can be immeasurable, especially for the impact in your business. Using the 5 W's tell me about a time when a smile has changed your perception of a business...especially why.....
There is also a separate video to watch if you are interested...http://www.ted.com/talks/ron_gutman_the_hidden_power_of_smiling.html?utm_source=newsletter_weekly_2011-05-17
Due: Monday May 23, 2011

24 Comments

Marcus

22/5/2011 03:32:57 am

For this particular context i will use it in relation to myself at work.
Smiling is extremely important in regards to the 'industry' that i am in. (service)
In relation to the 5'ws, i think it is:
Who - The customers
What - The perception of me as a server
When - All the time, regardless of the flow of customers at the point in time (busy or not busy)
Where - At the restaurant itself
Why - Because showing a smile portrays not only that you enjoy what you are doing and are content with the atmosphere you are in, but mainly provides a sense of happiness and comfortability within the aforementioned atmosphere.

ps, 1rd.

.....

22/5/2011 03:34:02 am

but mainly portrays*** a sense of happiness and comfortability within the aforementioned atmosphere.

Anita

22/5/2011 11:03:51 am

When a worker smiles/displays a positive attitude they give me an impression that it's a good business environment which will make me want to return there.

Ekua

22/5/2011 12:16:57 pm

When i walk into a shop and i see the employees smiling it gives me an impression that they enjoy the service they are providing for customers and also enjoy being there. It gives you a sense of comfort as it seems like a very good environment which gives you an increased change of returning, whereas if i walk into a shop and the employees look pissed off and annoyed, most of the time it shows that they don’t want to be there and the service may not be as good.

Angie

22/5/2011 12:18:33 pm

A couple of weeks ago, a friend and I went shopping at Parramatta Westfield. The first store we went into, we could immediately feel the bad vibes coming from the employees, they seemed angry and frustrated, when we asked for help they did it while muttering resentfully and acting rude. And when they realized we weren’t going to buy anything they acted as if we’d wasted their time.
The next store we went to however, had the kindest workers we’d ever come across. They greeted us with smiles, asked if we needed assistance, complimented us when we tried on clothes, asked us how our day was at the counter and even struck up a conversation after we had purchased. They made us feel welcome and made it clear our happiness was priority, not just the purchase. Plus they did it with a smile on their faces the whole time! When you’re working in a business where it’s part of your job to approach customers then the best way to do it is with a smile, it means you enjoy your job, you enjoy helping people and the customers can see this and they will want to come back again.

ally davis

22/5/2011 12:19:39 pm

when im shopping around and i see positive and happy faces on the employees automatically it gives me an impression they love their job and want to help you with good service. If the opposite occurs, you have a negative attitude towards the shop and wont want to go in there

Aisha

22/5/2011 01:04:31 pm

A smile can change your perception towards certain things. If your at a store with staff that are welcoming and have smiles on their faces then you feel that you are welcome at the store. If the staff have blank faces and give off a bad vibe you feel unwanted and ultimately dislike the store. This would be bad for your business as you would be losing customers and not making a profit. Without a smile you may also show that you dont want to be there or that you have better things to do. This can make people unhappy as they may think that you class yourself higher then them etc. If your staff has a smile however your customers will be willing to buy your products and even come back.

charlie

22/5/2011 01:24:20 pm

When ever i go shopping i usually like to talk to the employers but if they are really negative then most likely i wont even bother going into the shop, but if they are positive workers and love their job then i can go in the shop knowing they are going to be friendly and help me with my shopping.

Ms Giveen

22/5/2011 01:28:35 pm

Guys,
loving the responses, per Marcus' great kick off, please do include the 5 w's in your answers. In an exam that would be a critical success factor to answering the question and getting top marks.
BTW I also had some of your experiences today when endeavouring to buy a new mattress in Castle Towers....cant wait to share, see you tomorrow

Lucas

22/5/2011 02:00:50 pm

A smile is extremely important becuase it is not only how people see the employees, but also how the company is represented. An employee should always smile when a customer walks through the door, becuase it lightens up the mood and puts a smile on the customers face. From a customers point if view if you walk into a store and the person and the front desk is in a grumpy mood then as a customer you would tend to leave the store, now from a business view if your employee is not representing a company properly then that is potential lose in a customer base and money. An example of this that has happend to me recently was when i went to a resteruant and the person taking our orders had a smile, which made us as customers feel welcome, but when the food came the person bringing it to us, looked really mad which also ruined our mood and made us want to eat some where else.
so that is an example using the things i previuosly stated.

Thomas

22/5/2011 03:06:28 pm

a smile does go a long way, in business and in life. When i go shopping or something, i like to interact with the staff, ask what is the best looking etc, but if there all negative and angry, there isnt any point and you just feel as thought your annoying them.
long story short with a smile sales will preferably go up and that will stimulate the business

Alec

22/5/2011 03:36:37 pm

A positive attitude always brings up everybody's mood. When i am shopping and the employee's are happy and friendly it tells me that they are going to make my shopping in that shop a good experience and that they will help me with what i am looking for.

Peter Sabbagh

22/5/2011 04:41:12 pm

this is a smile ---> :)
this is a frown ---> :(

the smile gives you a sense of joy and happiness.
the frown gives you a sense of pain and sadness.
When I recieve a smile from an employee while shopping it makes me happy, it lets me know that the person is enjoying my presence and is more than happy to engage in a conversation with me. This happiness that I am now feeling makes me think what a lovely person and when I leave that store I leave feeling happy and I think to my self what a beautiful store, they have just filled my day with joy next time I would like to go back there and even make a purchase.
One of my own examples would have to be the man at Target. He makes you feel like you are at home and never want to leave target. I love going to Target just because it reminds me of that friendly old man. He is a legend

Lahiru

23/5/2011 12:47:07 am

Well, a smile can change a bad day to a good day. It gives the customer a sense of happiness which may brighten their day. If you are having a bad day, and you are being served by a grumpy cashier this may make your day even worse because their emotions may change the mood and therefore worsen your day.
Besides a smile can make you feel that you are actually welcome in a store.

Kasey

23/5/2011 03:41:36 am

In relation to a personal experience a simple smile can ultimately have many significant effects.
The other day I was shopping with my cousin at Forever New in parramatta. As soon as I entered the shop I was greeted with a smile and hello, how are you by a girl who appeared to be in her early twenties. This made me instantly respond with a smile of my own and enabled me to enjoy my experience within the shop. A smile requires a small fraction of a time but can instantly have a huge effect on someone whether it be brightening their day or making the feel appreciated.

Nicole

23/5/2011 04:27:38 am

when you enter a store and your welcomed with a smile that creates a better atmosphere than If someone doesn't even take notice of them. For example If I go into a store if someone smiles and greets me I'll be more likely to come back to the store because they have shown an appreciation that I have entered the store and actually want to create a nice atmosphere for you

terence

23/5/2011 04:40:06 am

i think its automatically more attractive when a person in a shop smiles because it makes them look like theyre interested in serving you and selling their service or product. Also when service staff ask you if you looking for something or need help looking for what you want. But it could also be anoying

gibbson

23/5/2011 09:49:02 am

showing a sense of smile at work ( outback) customers tend to be more nicer to you and treat you nicely even when youve done something wrong. ive done slightly wrong mistakes at work infront of customers, but with a sense of smile, its like they dont even care, because smiles is what attracts customers. when i see smiles from when i go shopping with my mummy dearest from employees it feels refreshing and makes you get in a good mood.

Nick

23/5/2011 01:04:11 pm

well put it this way no one wants to be served by a angry pissed off person do they?
this is why smiling makes a big difference, it says welcome, come in and check out our products/services.
the smile of a employee may look more attractive but this is not necessarily always right in terms of what you are looking to buy.
they have to know about the products/services that they are selling/supplying you with otherwise that smile can be turned into one big frown after a customer is ticked off.

Cheers Yo

Tim

24/5/2011 06:57:18 am

people would like to admit they believe in the popular cliche 'dont judge a book by its cover', but lets face it, no body does. first impressions are everything, and something as simple as a smile can make or break a dealer/customer relationship and in turn, a deal.
lets see what we are dealing with here ..
Who - The customers
What - The perception the sales assistant
When - All the time, regardless of the flow of customers at the point in time
Where - At the sales venue itself
Why - Because showing a smile portrays not only that you enjoy what you are doing and are content with the atmosphere you are in, but mainly provides a sense of happiness and comfortability within the aforementioned atmosphere.

Fiona

24/5/2011 12:34:29 pm

It's really the classic example, but when I'm at the shops buying something i always notice people and the way they interact with me or other customers. If the person serving you seems grumpy or upset, you always walk away feeling bad about your purchase and like you've been a burden on their day. On the other hand, if the person serving you seems cheerful and happy, and is interested in serving you to the best of their ability, you leave the store feeling appreciated and wanted. I think all consumers just want to feel like they're welcome at a store. Smiling or being happy towards a buyer means that they will return and have a whole different outlook on the business that they're dealing with.
Plus, according to the video, smiling helps us live longer so really what's there to lose?

kalmer henrico

24/5/2011 03:44:50 pm

I think smilin is really important especially where i work at a fast food restuaratn where you need to constently smile at the customers when surving them or helping them because it gives them a comfortable and happy feeling knowing that you are happy. I need to always smile because if im gonna show taht im sad (maybe due to a bad day) then the customers get a bad vibe about the place.

ZAC !

25/5/2011 12:05:04 am

A smile is a great tool when used right in a business, for example you want a employee to have a natural smile and not a forced smile or look. also i have relised that in business i,e shop a salesman can use a smile too much and can become off putting and unfortable towards costumers and also smile when there is no need e.g bad news.

but a smile is a good asset when used right and will make the business more inviting for costumers and workers.

irene

11/6/2011 06:53:46 am

a smile is the easiest way to keep your work environment enjoyable and memorable. because a happy workplace , happy employees therefor happy customers

Smile A Little

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