In any business we walk into, the first encounter is vitally important to the development of the relationship with the new customer. My dad would say it like this, “You never get a second chance to make a first impression.”
Are you or is your organization cognizant of the first impression your company is making? When customers walk in, is your staff engaged with the customer or their phone? Do they open the door? Do they greet the customer with a smile and/or warm greeting? Do they look like they even want to be there? If the answer is “No” or “I don’t know” you are losing ground to your competition.
The best brands are not only aware of how the initial exchange occurs, they are intentional about how those first customer impressions occur because they understand the importance of ‘How’ and ‘When’ relationships begin.
Why is understanding how your customers’ first engage with your business so important? I’m glad you asked. Research indicates 55% of what we say is with body language. What a staggering fact! That means before anybody hears the words you have to say about your services or products, the body language of your staff has already represented more than half of their impression about your business.
Below are 3 things to either remember or learn as it relates to ensuring the best first impression with customers.
- Engage with the customer. An engaged staff member is aware of ‘Who’ is walking in and ‘When’ they are walking in. It is not a surprise to them when the door is opened. They are prepared to greet the customer, find out why the customer is there and respond accordingly. They are not on the phone, not bobbing their head to the music in their headphones, and they are not playing with other staff members that are at the entrance of the business.
- Initiate pleasantries with the customer. You never know what a person has gone through to get to your business, the type of day they are having or what’s going on in their life. One thing we do know, however, is that a smile or a pleasant disposition has the ability to change things. Smiles are universal, doesn’t cost much to the person initiating them, but are priceless to the customer receiving them.
- Listen to the customer. In today’s society, you can’t make any assumptions. If you ask the customer, how can I assist you (or something in that vein) listen before responding. They could be there for any number of reasons. Before responding, hear them out and make sure you understand what they need or want before you begin responding. Once you start responding, make sure you address their initial request first.
Always keep in mind, you are not the only game in town. Every customer who walks in and gives you a chance to earn their business has options. Don’t make it difficult for them to spend their resources with you. The first impression can set the tone and standard for a long-lasting, rewarding relationship with the customer. Keep in mind, every time a customer approaches… Your body language represents more than half of what you say.
