Years ago I was brought in to do a program for one of the Ritz Carlton Hotel properties. While there, I learned a valuable lesson.
Whenever crossing paths with any of their staff – and I do mean any of their staff – you’ll never be greeted with the meaningless expression, “How ya’ doin’?” Nor will you be greeted with, “Hey”, “How are ya?”, “How’s it goin’?”, or “What’s up?” It’s either “Good morning”, “Good afternoon”, or “Good evening.”
Wow, that’s impressive!
Of course, every other hotel in the world – from Marriott to Hyatt; from Super 8 to Motel 6 (yes, where Tom Bodett will “leave the light on for you”) – could do that as well, without costing them an extra penny in expenses aside from the initial teaching? They could bring themselves just a notch closer to the Ritz Carlton and an all-star impression by making that one…single…adjustment.
They could…but they won’t. Why not? As the great Jim Rohn used to say, “I don’t know, they just won’t.”
We can, individually, do the same as the Ritz Carlton, and with great results. As you know, how we greet strangers, neighbors, prospects, customers and anyone else is the first impression they will have of us. And we all know the saying regarding first impressions.
Want to make a great impression? Then do away with all of the typical greeting “non-questions.” You know – those questions to which you neither expect, nor want, an answer.
“How ya’ doin’? is always the worst one to me. Why? Because I was the worst when it came to saying that. What’s better is “Good morning”, “Good afternoon”, or “Good evening.”
Or, do you know what else works just as well? A big, friendly smile that just radiates how happy you are to see them, and the word, “Hi!”
Yes, you can do the same as the Ritz Carlton.
And…I bet you will.
Would love to know, what do you think? Does a greeting really make that big of a difference? Now, what about after someone thanks you.
In the next article, we’ll look at another replacement phrase that will separate you from the rest and make you an even more effective communicator.