Tip of the week: Greet every customer within the first ten seconds

The first moments set the mood for the whole sale. A customer who enters a shop and is ignored often feels unwelcome and leaves. A warm greeting, even while you are busy, makes people stay.

Say hello, smile and use a local greeting that suits your customer: "Karibu", "Habari za asubuhi", "Mambo". If you are serving someone else, make eye contact and say, "Karibu, nitakuja kwako baada ya dakika moja" so the new customer knows they are seen.

Avoid starting with "What do you want?". Try "How can I help you today?" or "Are you looking for something special?" Open questions invite conversation.

A duka owner in Kariakoo who stands, greets and smiles will keep more browsers than one who stays behind the counter looking at a phone.

Train your staff in the same way, and explain why it matters.

This week: greet every person who enters within ten seconds, and count how many more stay to buy by Friday.