What is your level of sincerity

Any work injury is cause for concern, but when blood is present, employers need to act quickly and responsibly to protect the injured employee and others, as well as
to take steps to reduce their liability. When an accident occurs and an employee is bleeding, an employer should take the steps outlined below.
Determine if emergency medical assistance is needed. Look for signs such as bleeding that cannot be stopped, difficulty breathing, unresponsiveness, intense
pain or other signs of shock. Call 911 immediately; have an employee trained in safety and emergency response procedures meet the ambulance at the main door
and direct EMTs to the injured employee. If the incident is not an emergency, remove the employee from the area when he or she is stable and no longer bleeding,
apply first aid and determine if further medical treatment should be sought.
Consider OSHA obligations as they relate to exposure to blood in the workplace. The scope of OSHA’s bloodborne pathogens rule is quite broad. If employees
have a “reasonably anticipated” exposure to bloodborne pathogens, then they are covered by the standard. Therefore, assume that anyone rendering first aid would
be covered. Please see OSHA’s Most Frequently Asked Questions Concerning the Bloodborne Pathogens Standard for additional information.
According to the standard, all blood spills should be immediately contained and cleaned up by staff qualified to work with potentially concentrated infectious materials,
employing universal precautions such as donning gloves, eye protection and masks (See SHRM’s Bloodborne Pathogens Sample Policy for guidance). Warn
others within the immediate area and block off the area of the spill. A trained employee should then clean all equipment and working surfaces according to OSHA
standards. Employers should have at least two to three individuals trained in handling such situations. In nonmedical environments, employers will usually provide
training to individuals in areas with greater risk of workplace injuries (where heavy machinery or other heavy equipment is used). In a regular office setting, some
employers train individuals in their building facilities group, while others may train at least one individual in each of their larger departments or divisions.
Determine if other employees were exposed to the blood. Often co-workers working nearby or those who provide immediate aid to the injured employee will have
come in contact with the blood. Per OSHA standards, ensure these employees wash all affected skin with soap and water, and keep a list of all exposed employees

What is Friendliness?

5 Steps to Friendliness and Great Customer Service

  1. Say Hello
  2. Say Thank you
  3. Look Them in the Eye
  4. Smile
  5. Go the Extra Mile

Friendliness doesn’t happen by accident. It is a conscious thought and action by one person to make someone else happy and pleased. It is a genuine acknowledgement that someone else is around you and is your way of showing your appreciation. It is taking the time to show someone that you care and that he or she is important to you. It is a welcome that reaches out and pulls the other person in. It is treating each and every person in a courteous and respectful manner. Friendliness comes from the inside of you, but is demonstrated by how you act toward others.

Friendliness may or may not be found in other companies, but it is critical that this company is known throughout the community as a welcoming and friendly place to shop. You make the difference in whether this is a fact or only a wish. Our customers observe in your actions and behaviors and determine whether to return again another day. Friendliness comes from the pride that you take in yourself, and the pleasure you get from serving the people around you.

The 5 Steps to Friendliness and Great Customer Service is an important part of meeting the expectations of our customers. Each step is explained and examples are given. This is not a complete list of everything that should be done, but illustrates a common sense approach to dealing with each and every person who comes into our store in the friendliest way possible. You make the difference in whether this is a fact or only a wish. People are aware of the way that you act and the actions you take. The 5 Steps to Friendliness and Great Customer Service outlines what the customer expects of us.


  1. Say Hello
    • The most important impression is the first impression you make. When a customer or another associate approaches you, acknowledge them by saying hello.
    • Approach the customer first. Don’t wait for them to come to you.
    • “Good Morning”
    • “Good Afternoon”
    • “How are you?”
    • “Hi!”
    • “Is there anything I can do to help you?”
    • “Do you have everything you need?”


  1. Say Thank-you
    • The last impression that someone retains comes from the last words that you say to him or her. Make the final words they hear a pleasant and cheerful thank you…. with an upbeat, positive sound in your voice. They will keep that last thought in their mind until the next time that they return.
    • “Thank you for shopping with us.”
    • “Have a nice day”
    • “Did you get everything you were looking for?”
    • “We appreciate you doing business with us. I look forward to seeing you again.”


  1. Look Them In The Eye
    • Keeping eye contact with the person in front of you is a critical way that people judge whether you are sincere or just saying the words but don’t really mean them. Look each person clearly in the eye and acknowledge their presence… demonstrate that you recognize that they want something from you.
    • This is all about body language. This should be approached as if you are greeting a friend. You should present an open and welcoming movement; with your head directly facing the person.
    • It is important to make some positive movement to acknowledge that you see them. Then and only then do they really know that you are paying attention.
    • The right body language informs the person that they are not a distraction but that you are pleased to see them.
    • Pay attention; Listen to what they say. Don’t Interrupt
    • Discover their needs, fill them, and exceed them.


  1. Smile
    • A smile is contagious. It spreads good feelings and encourages a positive and cheerful atmosphere.
    • The smile is more than a curl of the lip and showing your teeth. The entire face lights up and becomes a part of a genuine smile. There seems to be a sparkle in the eye and the entire demeanor of the person changes.
    • If the customer is confused, a smile begins the process of bringing clarity.
    • If the customer is angry, a smile begins to calm them down so that you can take care of the issue.
    • If the person needs your help in any other way, a smile indicates that they are dealing with a friend who wants to make things better.
    • So Smile and make them welcome. Would you really want to talk to a person who doesn’t want to talk to you?



  1. Go the Extra Mile
    • Customers are not dependent on us; we are dependent on them. Take the time to make them happy.
    • Find a way to provide just a little bit extra service – to make a difference
    • Speak clearly. Never eat, drink, chew gum, or smoke while on the job.
    • Take the extra time to help them find the item they are looking for.
    • Deliver a little bit more than they wanted.
    • Help them when they are lost
    • Help them with the paperwork related to their orders
    • Find ways to make it easy for them to do business with us
    • Solve the problem – don’t wait for someone else to do it.
    • Deliver a product or service that they forgot to order
    • Read a label or a sign if they can’t read the small print
    • Clarify the rules
    • Answer the questions like it is the first time even if they asked it 10 times before
    • Help them understand how the system works
    • Show them to the shortest way to get their products or services delivered
    • Go to whomever you have to make it happen for the customer
    • Do whatever it takes to keep yourself, your customers, and associates safe from accidents and injury. Pick it up; don’t pass it up…. Papers, trash, products, food, ladders, equipment and anything else that is not where it belongs.
    • Know your company and the products and services you sell.
    • Find a way to turn each small interaction with a customer into a great example of friendly customer service.


Do each of the steps in the 5 Steps to Friendliness and Great Customer Service with everyone that you meet every time. This is true for each of our customers and each employee in the store. A great company will come from doing the right things over and over again.

Learn the 5 Steps. Live the 5 Steps. Our customers will appreciate it by visiting us again. This company will be a nicer place for everyone to work.



5 Steps to Friendliness and Great Customer Service

  1. Say Hello
  2. Say Thank you
  3. Look Them in the Eye
  4. Smile
  5. Go the Extra Mile



Do you know what your last hiring mistake cost you?

We calculated the cost of a hiring mistake for an ARA Member for a Tow Truck Driver and the cost was in excess of $14,000. Its a fact that most employers do not know the exact figure per job role, you would be shocked to find out what it actually costs to replace a skilled, any fully trained employee, our turnover studies document the cost to be over $10,000 per any entry level person.