What Makes our Partners Different?

Every Person Who Walks In Is a Guest

Picture the door opening: whoever just walked in, a first-time visitor or someone you've seen a hundred times, is a guest first and a potential or current client second. Never miss greeting someone who comes through that door, whether or not you think you know them. You would give a guest in your own home that same alertness, and the same applies here.

The PLEASE Greeting

Six habits carry that greeting:

Pause what you are doing
Look at each guest and smile
Enthusiastically greet the human guest
Always be polished, positive, and professional
Speak loudly and confidently
Enthusiastically greet the dogs

Basic manners and plain grammar go with it: no slang, no acronyms, in either direction of the conversation.

What Carries the Conversation After the Greeting

How you say something lands as hard as what you say. A friendly smile opens the exchange, but a few habits carry it the rest of the way:

Maintain eye contact. Looking away while you talk reads as disinterested or evasive, even if that is not what you mean. Eye contact tells a guest you are actually listening.
Listen without interrupting. People who are upset especially need to be heard all the way through before you respond; ask "is there anything else you'd like to add?" before you answer, since a guest who feels fully heard is far more receptive to whatever comes next.
Maintain good posture. Standing or sitting up straight signals you are ready to help, not waiting out the clock.
Engage in real conversation, especially about their dog. Being empathetic here is what gets a guest to open up.
Stay visibly busy. There is always something to do in this business; looking idle while waiting for a task does not read as professional.
Take your time. A guest interaction should never feel rushed. If you do not have everything you need for a thoughtful response, say so, step back, and gather it, even asking a coworker for help, before you follow up. A decision made carefully is worth more than one made fast.

Frequently Asked Questions

How long does it take to give a guest an accurate answer?

However long it takes to get it right. If you do not have all the information needed for a thoughtful response, step back and gather it, including asking another employee for help, before you follow up. A guest interaction should never be rushed just to close it out faster.

Does a regular guest still get the full greeting?

Yes. Never miss greeting someone who walks in, whether you believe you already know them or not; the PLEASE greeting is not reserved for first-time visitors.

Am I allowed to bring a coworker into a client conversation?

Yes, and it is the right move when you need help gathering accurate information rather than guessing at an answer. Getting it right matters more than answering solo.

Personal Appearance: the dress and hygiene standard that goes with how you greet a guest.
Our Team and Our Roles: who is most often the one delivering this greeting, and what else that role covers.
Steps to Excellent Customer Service/ Troubleshooting: what to do once a guest interaction turns into a complaint, past the greeting covered here.
The Voice: the same conversation habits applied specifically to a phone call instead of a face-to-face greeting.