Etiquette & Leadership Coach helping people show up with confidence, kindness, and credibility.

Customer Service Begins with Connection.

In today’s digital world, we can order almost anything online, check ourselves out at the grocery store, and communicate with the tap of a screen. While technology has made life more convenient, it has also made genuine human connection more valuable than ever

Whether you’re greeting a customer, answering a phone, serving a meal, or helping someone find what they need, every interaction leaves an impression. People may forget exactly what was said, but they’ll remember exactly how you made them feel.

Customer service isn’t just about completing a transaction. It’s about building relationships, earning trust, and creating an experience that makes someone want to return. You never know when today’s customer may become tomorrow’s client, business partner, employer, or friend. Our paths have a way of crossing again.

Being mindful of your words, your body language, your tone, and even your facial expressions can make all the difference. A smile, a warm greeting, or simply acknowledging someone when they walk through the door costs nothing yet can completely change someone’s day.

Here are a few etiquette questions I have recently received about customer service and everyday interactions.

Q.

 I work in customer service. What are the biggest etiquette mistakes employees make without realizing it?

A. Often it’s not what we say, but what we communicate without words. Failing to acknowledge someone who walks in, avoiding eye contact, appearing distracted, or looking inconvenienced can leave a lasting impression. Great customer service begins with self-awareness. Be present. Smile. Make eye contact. Remember that every customer deserves to feel seen, welcomed, and valued.

Q. I often see children roughhousing in stores while their parents are shopping. Is it my place to say something?

A. Unless someone is in immediate danger or you’re responsible for the store, it’s usually best not to intervene. If safety is a concern, quietly notify an employee. Parents, however, have a wonderful opportunity to teach children how to behave respectfully in public. Those lessons build confidence, consideration, and respect for others.

Q. Someone introduced themselves by saying, “Hi, I’m Ellen,” but never asked my name. Should I introduce myself anyway?

A. Absolutely. A simple, “Nice to meet you, Ellen. I’m Lee-Ann,” keeps the conversation comfortable and helps build rapport. Never hesitate to introduce yourself. It’s a small gesture that often opens the door to a meaningful connection.

Q. I walked into a small business and felt like I was interrupting the owner. They weren’t very welcoming and were actually very rude. Should I take it personally?

A. Probably not. We all have difficult days, and you never know what someone may be dealing with. Extend a little grace. At the same time, remember that first impressions matter. If a business consistently makes customers feel unwelcome, it’s perfectly reasonable to choose to shop elsewhere.

Q. I was verbally invited to a casual cookout. Do I need to RSVP?

A. Yes. Casual doesn’t mean inconsiderate. Your host still needs to plan for food, seating, and supplies. A quick text or phone call to let them know whether you’ll attend is always appreciated.

Q. I interviewed for a position that would require me to relocate across the country. I haven’t heard anything. Should I follow up?

A. Yes. If a hiring timeline was provided, wait until after that date. If not, a follow-up about a week after your interview is appropriate. Thank them again for the opportunity, express your continued interest, and politely ask if they have an update. If you don’t hear back, one additional follow-up a week or two later is perfectly acceptable. After that, let the process unfold.

Etiquette Tip of the Month

People may not remember every conversation they have with you, but they’ll remember how you made them feel. Whether you’re the customer or the person providing the service, choose to leave others feeling welcomed, respected, and appreciated. Courtesy is contagious, and it often comes back to us when we least expect it.

Warm regards,

Lee-Ann 

Have a situation you’d like help with? Write in or email ([email protected]) and your question may be featured in a future column. Let’s build a kinder, more respectful world, one interaction at a time.

Lee-Ann Barkhouse is the founder of Invest in U, where she helps individuals and organizations build confidence, professionalism, and meaningful connections. She is a certified etiquette trainer, board-certified health & wellness coach, and workshop facilitator who inspires people to communicate with confidence, strengthen relationships, and show up as their best selves. Learn more at www.investinuma.com