First Impressions

When a prospect visits your store or office, calls you on the phone or even goes to your website they will instantly get a first impression of you and your business. That impression will be great if it's positive but difficult to change if it's negative. Don't assume that everything will be OK if you give the best price, best selection and best delivery because that negative first impression will still make them a little hesitant to start doing business with you. Even if you are busy treat that encounter as if it is very important if you want that person to become a loyal customer.

A negative first impression can take a customer out of a "comfort zone" when dealing with your business and it will take a lot of time and care to get them back in. The impression they get is not only the first time they contact your business but really every time you meet them. They may ignore a bad experience once in 20 or 30 times but not once in 5 times. Don't let yourself or your staff create that negative impression regardless of how busy or how bad a day is going. The customer doesn't care about your other problems but only their own mission at that time. First (and second and third etc) impressions DO Matter if you want to build a business with loyal customers who will support you in good times and bad.

Barry is a Customer Experience speaker that is available to speak at large and small events and meetings.  www.idealetter.com