We often hear about new policies being implemented in businesses for various reasons. Whether you like them or not, these policies are usually designed to benefit the company, improve the customer experience, or both.
This time, Target's new policy seems like something that shouldn't need to be enforced—it should be common sense. Having worked extensively in retail and customer service, this "new policy" feels like something employees should do automatically.
Here It Is
According to the New York Post:
Target wants its employees to spread some holiday cheer—whether they like it or not, according to a report. The Minneapolis-based retailer issued a new directive mandating in-store workers to smile, make eye contact, and either greet or wave to any shopper that comes within 10 feet, according to Bloomberg News. If a customer steps within four feet, then the service rep is instructed to ask whether they need help or how their day is going, the new guidance said.
It's puzzling why this isn't standard practice for all employees, regardless of the holiday season. Greeting customers with a smile and a friendly "hi" or "how are you doing?" should be second nature—it's just polite.
How Is Your Day Going?
Personally, I find it a bit annoying when employees ask how my day is going—unless they actually know me. It often feels insincere and awkward. A simple "Hi, how 'ya doing?" is usually more effective and less intrusive.
Customer Experience
The main goal of this initiative is to enhance the basic customer experience during the holiday season, which can be a stressful time for many. However, this approach should ideally be maintained year-round to consistently improve interactions.
Perhaps as customers, we should also take the initiative to greet employees first, fostering a more mutual and respectful environment.
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