Service under pressure
Service standards slip first when the store is busy. Three behaviours protect them:
- Acknowledge everyone. If you cannot serve a customer immediately, make eye contact and say “I will be with you in a moment.”
- One customer at a time. Finish the interaction in front of you before starting the next.
- Call for support early. When more than three customers are waiting, ask your supervisor to open another till or send floor support.
What customers notice
| Moment | Standard |
|---|---|
| Entering | Greeted within 60 seconds |
| Asking for a product | Walked to the product, not pointed |
| Queueing | Acknowledged; extra till opened at four or more waiting |
| Paying | Receipt offered, thanked by employee |
Last modified: Friday, 2 October 2026, 3:47 PM