GET OUT AND GIVE BACK/May I Help You?

Courtesy Photo A shopkeeper in Umbria, Italy. Some greet their customers with a hearty “Buongiorno!”

ALEXANDRIA, VA. - The older I get, the more I spend money in places where the staff is nice to me.
 
Maybe it’s because I’m not living hand-to-mouth like I did when I just got out of college, maybe it’s because I’m getting needier as I get older, or maybe it’s because I’ve been listening to Andy Rooney too much at the end of “60 Minutes.”
 
The most recent example of that occurred when my husband and I visited Deruta recently, a small town in the Umbrian region of Italy known for its handmade pottery.
 
We were on a buying mission and ready to spend some euros . The saleswoman at the first store we visited barely looked up from her novel when we entered, so we walked through the factory and then left.
 
Iva, the employee at the second store greeted us with a hearty “Buongiorno!”  
 
Her mother, the art designer, owned the pottery factory and Iva was the primary sculptor. She showed us the kiln in the back room and explained how the pieces were painted, fired and finished. She brought out armloads of bowls for us to examine. Her pottery was a little more ornate and significantly more expensive than the first store we visited, but needless to say, we left with two serving bowls, a parmesan cheese container and a Christmas ornament.
 
In thinking about the difference in service, I realized that I had acted differently also.
 
After I entered the first store and saying “hello” I began to inspect and touch their inventory. Then while driving to the second store, I remembered that a friend had advised me to greet the shop owners and workers when entering and leaving their store as if I were entering a private residence.
 
The staff feels like the shop is their private property, she explained. She added that browsing is not common in Italy and the staff might follow me around the store to help me find things to buy. She closed her email with “The friendlier you are the friendlier they will be and the heftier your discount!”
 
So when I entered the second store I gave Iva a big smile and shook her hand like she was an old friend. We made a lot of small talk, and I told her my husband and I were visiting from the United States and looking for a few bowls to take back with us.
 
I don’t know if my attitude had any influence on Iva or not, but I like the idea of greeting store owners as if I am entering their home. I’ve tried that approach in a few other stores, and could tell that they appreciated the courtesy. And not surprisingly, I got better service. Another incentive to be kinder than you need to be.
 
Get out and give back.
 
Jane Hess Collins lives in Old Town, Alexandria and is a retired Air Force colonel who writes for Local Kicks to inspire people to contribute. She is also a public speaker, conducts workshops for clients to discover their most intrinsic way to serve, and has established game nights for at-risk families throughout the country. You may contact her at www.getoutandgiveback.com.