Greeting customers with 'hello' or 'good morning' may sound straightforward, but for some newcomers to the retail trade such welcomes can be a cultural hurdle, says Eddie Chu, The Body Shop's senior training officer.
'Some of them feel embarrassed to begin with. If they have worked previously in a fashion shop, for instance, they are usually expected to only stand around and help customers when they are asked,' he said.
'But after one or two weeks at The Body Shop, most of them adapt. After all, it is an easy thing to say. But sometimes staff cannot adapt to our culture. They find it too much like hard work.
'If newcomers cannot learn within a couple of weeks, we ask them to quit.' Mr Chu claimed the courtesy policy has paid dividends for The Body Shop.
In Hong Kong, the company has 200 staff working in 15 outlets which specialise in natural health and beauty products.
It has collected its maiden prize in this year's Retail Management Association awards.
