I’m going to incorporate this into my approach more than I already do. (For those reading this who don’t know, I currently work in a chain bookstore.) My usual exchange goes something like this:

Customer(s): [walk into the store]
Me: [wait a few seconds before speaking so I'm not jumping on them] Hey there!
C: [wave, nod, say hello, some sort of acknowledgement hopefully]
M: Know what you need, or just hanging out?
C: [either ask about a particular book or indicate they're looking around]
M: That’s cool. [smile] Let me know if you need anything!

The rapport-building is something I do when helping the customer find a book and while selling them their items. I love, love, LOVE having a lot of short, fun conversations with so many interesting people throughout the day — it makes my job a lot more rewarding. I’ll comment on what they’re buying, compliment them a piece of clothing or jewelry, recommend something that might interest them based on what they’re purchasing, suggest a website (whether another online store like ThinkGeek or something entertaining like a related video on YouTube), mention that their discount card expires on a day close to my birthday/a friend’s birthday/some holiday, etc.

I really enjoy it, and the customers have told me time and again how much they love it when I’m working and how much they appreciate my friendliness. And I genuinely appreciate them right back! Retail would be absolute hell without the really interesting and fun customers who will talk with you if you strike up a conversation, because without them, what’s left? A bunch of shopping zombies who do asinine returns, are rude, and barely want to interact with anyone around them.

Not to toot my own horn, but I also say all of this as the top-selling employee at our store. I regularly make twice the discount card percentage we’re required/encouraged to meet and far exceed our various other rank-able sales goals. So clearly something about this strategy works, and I have no doubt that it’s the genuine interest and “single serving friendships” (to quote Fight Club) that make all the difference. I love my regulars and they love me, and I wouldn’t have it any other way.

I owe a tremendous amount of this attitude — probably upwards of 90% — to you, Sean. Thank you for being an incredible manager and friend. Our store was the best!