Research confirms when we meet someone for the first time we subconsciously form an opinion of them in 4 seconds. Tough crowd, right? Well, there’s more – you then have 30 seconds before that impression is cemented, and cement is tough to move.
That’s unlucky if it’s your first day at a new job, but if it’s a customer having a bad first impression of your company, that’s a bad impression of your brand. The good news is, yes, your brand can come back from it, but it’s going to take some work.
So, why not try to avoid it from happening in the first place with our tips on how to make a great first impression, every time.
Be prepared – job interview, blind date, new school or club. Whatever the situation, dress, talk and act appropriately and you are off to a great start.
Sincerity – don’t overdo the friendliness otherwise you’ll hear the customer rolling their eyes down the phone. Be polite and listen to them so you can find out what they need or want from you. If it’s someone ringing to complain ensure they are dealt with swiftly. The customer is already tired from shoddy service well before they complain, so time is key. Dealt with correctly, your frustrated customer can turn into a long-term customer.
Make them feel heard – if your business (and especially those at the front line of customer service) understand the customer’s question/concern/want, you’re halfway there. People love talking about themselves, so let them.
Give them value – what problem can you fix for your customer? What do you offer others cannot (or do not)? Make it clear what you can do for them from the get-go.
Have the next step in place – do you need to follow up with an email or phone call? Which department will help answer their questions? Which promotional offer will confirm a sale? Is there an introductory offer? Use each point of contact as an opportunity to form a relationship and prove to the customer that you are invested.
If your business needs help creating the very best first impression, talk to Corporate Connect today for expert customer care training, outbound services or skilled contact service staff, so you can build strong, profitable relationships with your customers.