Let Your Smile Set the Tone

A couple of years ago, I was in the USA, and I was reminded of the importance of a smile in creating a superior customer experience. A broad, welcoming smile and a few jovial interactions will guarantee a substantial tip from me, and I am sure many other customers. I am not sure if it is the tip system that encourages a higher level of customer service, but the often-surly service staff in Australia could certainly learn something from their compatriots this side of the Pacific.

For a short period, I had a career in real estate, and as part of this job, I was required to speak to 103 people per day. Yes, that is correct, speak to 103 people. That is not knocking on 103 doors or leaving 103 messages, but actually speaking to 103 real humans every single day.  For most people, this would be a cruel and unusual torture, but after a while, you get used to it.  You get familiar with the old tally system, and you keep talking to people. This is a lesson in human nature, if nothing else, and what I learned without a shadow of a doubt is that we cannot be mean/rude to someone who is smiling at us.  It is like biologically impossible, well, there are always a few, but I choose to believe that they are sociopaths. Let me be clear, after 4 months of knocking on doors and making unexpected phone calls and speaking to 103 people every day…some quick maths here…that is speaking to over 8000 people, but less than 10 people yelled at me or were even rude. That is about 0.1% of people, and you know what my secret weapon was? My SMILE. I put on the biggest, cheesiest, most genuine smile when the door opened or the phone was answered.

Humans find it very difficult to be rude to someone who is smiling at them.  I have anecdotal evidence of knocking on a lot of doors, but there is a science of smiling.  Dr Lynden Miles from UWA’s School of Psychological Sciences has investigated the science behind a smile, and notes that smiles are universally recognised as expressions of joy and happiness. “When we see someone smiling, it can put us at ease and often leads to increased liking and trusting of that person.”

People are becoming increasingly suspicious when they answer the phone. I put it down to the advent of telemarketers and the ability to see who is calling you. When I first started in the workforce, I was told of the importance of smiling when I answered the phone. People can tell if you are smiling, and it makes them feel welcome. When I say I was told about the importance, what I mean is it was drilled into me as if my life depended on it, and as such, I have never forgotten it. When you are looking for a job, remember that every call can be a potential job opportunity. Put a smile on your dial when you answer the phone. You will put your best foot forward and improve the chances that the person with the opportunity takes an instant liking to you, thus increasing the chances of getting in front of them for a face-to-face interview where you can use your conviction and smile to set yourself apart.