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Make a Fantastic First Impression
Whether it’s in a hotel or
in a coffee shop or a bank branch, first impressions mean a lot.
First impressions mean “this is who we are” and “this is what you
should expect.” First
impressions mean “this is our definition of excellence” and “this is how
much we care about you.”
An office leasing firm had
a receptionist in the lobby whose title was “Director of First
Impressions.” This was the
company’s way of saying to the customer “this is what you should
expect,” but it was also the organization’s way of setting an
expectation of the receptionist of what should be her behaviors.
It was a way of saying “YOU are the first impression that
customers have of our company.”
Wow!
Talk about a big responsibility!
That employee wasn’t directing others to make a first impression.
She WAS the first impression.
And the first impression was of someone who greeted you
immediately, who smiled, who quickly addressed your need, who adeptly
managed callers, walk-ins, and customers alike.
She kept communication going with people who waited, and she kept
the flow of people and work going.
Therefore, the people who
interacted with her had an impression about the company that it was
focused on the customer, engaged, cared about meeting the customer’s
need, generally happy, responsive, and organized.
So where do your customers
get their first impressions?
Are you making positive
impressions in the minds of customers?
Are you setting high expectations of employees?
Create your customers’ expectations and set your expectations of
employees by defining what a fantastic first impression looks like. |
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