I noticed it recently when I went the grocery store. Virtually every clerk or representative I passed by said "hello" and asked if they could assist me. On the occasions when I need help, they also ask, "May I show you where it is?"

Having taught the idea for years as a retail trainer, I quickly identified the process as "The 3 Foot Rule" (or the "5 Foot Rule" to some). Simply put, this rule requires all employees to greet and offer to assist any customer who happens to come within 3 feet of the employee. It promotes team work and customer enthusiasm. It encourages the building of relationships and it fosters an attitude of friendliness that is often missing within retail establishments. This is especially true of the auto industry.

Conversely, there's nothing quite as rude as making eye contact with someone and having that person walk right by you without even saying "hello". Sadly, this happens more than we'd like to believe or accept.

You also may have noticed the addition of the offer to "guide" the customer to the place they want to go. This promotes an attitude of service that customers find refreshing. It also builds trust in your dealership because customers subconsciously interpret that action as getting something for nothing. You are actually giving away your time for free!

To implement this process at your dealership, simply call a meeting and inform the team of your new strategy. Explain what the "3 Foot Rule" is, and model how it works for them. Use wisdom to determine what type of greeting is best for different locations. For example, if a person is in the showroom and headed towards the restroom, it's not necessary to greet thim or her the same way you would if that person were walking on the lot. A simple, "Hello, are you finding everything you need?" will suffice.

Auto University provides tremendous resources for improving you sales and service processes. Let us help! Contact us today!