One thing customer’s value highly is the ability for store staff to engage with them when entering your business or shop. HOED conducts many thousands of Customer Experience surveys annually and we have found customers to be very forgiving, particularly if a member of staff engages directly in an authentic manner. It is extremely important that the engagement is genuine and on a human level, and not simply an act. Customers will forget the untidy store or disarray around the counter or any other short coming if they feel the service and interest in them is genuine. Don’t leave your customers hanging around but welcome them warmly as they enter. Make them feel at home and notice how ‘price’ although still important, becomes less so.