In Malaysia, a common experience in many shops is this: you enter the store, look around, and instead of being greeted with a simple “Hello” or “Welcome”, the staff approaches you and says just one word, “Yes?”
For many visitors and even some locals, this can feel confusing, awkward, or even slightly rude. Not because the staff intends to be impolite, but because “yes” is not a greeting.
Why “Yes?” Feels Wrong to Many Customers
In most cultures, especially in customer oriented businesses, a greeting serves an important role. It:
- Acknowledges the customer’s presence
- Creates a welcoming atmosphere
- Signals readiness to help
When someone approaches you with “Yes?”, it can sound like:
- “What do you want?”
- “Why are you here?”
- “Speak first.”
Even if the tone is neutral, the word itself places pressure on the customer to immediately respond, instead of making them feel welcome and relaxed.
Likely Reasons This Happens
This habit is usually not about bad manners. It often comes from:
- Direct translation from another language
- Workplace habits passed from staff to staff
- A fast paced retail environment where efficiency is prioritized over warmth
In some contexts, “Yes?” simply means “I’m here” or “I’m listening.” However, customer service is not just about meaning — it’s about perception.
What Is Proper and Professional to Say?
A greeting should come first, followed by an offer of help. Simple examples include:
- “Hello, welcome.”
- “Hi, how can I help you?”
- “Good morning / good afternoon.”
- “Please let me know if you need any help.”
Even a short greeting makes a big difference. It shows respect, professionalism, and confidence.
Why Greetings Matter in Business
A shop is not just a place to buy things, it is an experience. Small details like greetings can:
- Improve customer comfort
- Increase trust
- Encourage longer browsing time
- Improve brand image
Customers often remember how they were treated, not just what they bought.
A Small Change with a Big Impact
Replacing “Yes?” with a proper greeting costs nothing, takes no extra time, and instantly improves the interaction. It turns a transaction into a conversation and a store into a welcoming space.
Good customer service doesn’t require perfection, just awareness.
Sometimes, one word makes all the difference.