Do You Shake Hands, Hug or Pat a Customer’s Shoulder?
I’ve read a few books on how making relationships with customers—such as knowing a customers name, their kids name, their spouses, their pets, hugging them, patting them, shaking hands, etc leads to building better, stronger relationships with customers and by doing this it seems “selling” is taken out of the equation but instead you become an advisor of sort—a friend helping another friend make a purchase they wish to make. My question is what is your handshake, hug, or pat on the side of the arm mean? While we may not always think of a handshake or hug as more than a form of greeting, it is an act that conveys authority, self-assurance, and professionalism. For instance, not knowing how to perform a handshake properly can create some bad impressions. For example:
- Offer a limp handshake and you’ll be perceived as weak or lacking confidence.
- Offer too firm a handshake and be perceived as forceful.
- Hold on for too long and be perceived as being too friendly or even creepy.
When do you really hug a customer? How do you hug a customer? Do you hug, pat, or shake hands? Do women still wait for a guy to put out their hand or can we offer a firm handshake without coming on too strong?
John commented:
I always shake hands as both a greeting and a farewell. And I'll
hug a woman if: 1) I know her well; 2) she has the proper body
language as mentioned above; and or 3) We've hugged before. I live
in Hawaii and both hugging (even among men) and even the touching
of cheeks is common amongst someone you are just meeting.... Of
course I realize much of the rest of the world is not like this so
I tone it way down away from home. Aloha.
Neil The Jeweler commented:
Because people view physical contact quite differently from one
another it would be wisest to avoid it entirely unless you have
already developed an intimate relationship. Handshaking is the
exception. But if you do shake hands, make it meaningful.
jrabalais commented:
You do not hug a customer unless she opens her arms first,
otherwise it may be perceived as taking liberties. The only time it
is acceptable is after a hard time in the customers life such as a
death in the family and only if she is a long time customer.
