Unfriendly atmosphere

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Question: We have an office of about 70 employees, about 55 of whom have face-to-face contact with the public. The owner would like all patients welcomed with friendly faces. Not all the employees are this friendly. They aren’t rude, but are very cold. They do their work correctly.

How do you make people smile without making them more unfriendly?  If they don't fit into the atmosphere we are trying to create, would that be crazy to let them go?  -- Anonymous


Friendly doesn't have to mean smile. Maybe just a pleasant acknowledgement would be ok. People want to know that they are important, and they want to be treated with respect. Some people just don't smile easily, so if you were able to encourage a friendly greeting, that would probably make a big difference. The smiles will come with time.

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