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First Impressions…
By Ken Varga | August 1, 2009
At Disney, they found out that their maintenance workers were the company…in the eyes of the public. It was the public’s viewpoint of the maintenance workers that gave them an image of what the company was really about.
Repeat business, a satisfied customer, and a positive word-of-mouth viral campaign, are the keys to a company creating and developing a stable and successful business.
You must always remember that you are your company to your customers. Their perception on their initial experience with you, will give them an image of whether or not to do business with you again.
Never underestimate the power and influence you have over your customers. We all have a great deal of influence over whom we interact with. We all can turn a person’s bad day into a good day.
Even complaints can turn an unhappy customer into a happy one.
How often do you come into contact with a grouch? It seems they cross my path consistently. I’ve embraced the notion that they are purposely put in my path to help me grow and to develop the patience I need for, not only my personal development, but also to try to influence them in such a way that I make them happy.
I know what you are thinking. Easier said then done.
We live in a very stressful world and have many demands on our time. Perhaps you can remember times you were at the end of your rope.
Most of the time customers just want a kind word, an honest and pleasant greeting, or a sincere smile, and they will feel welcome and important.
I’ve always said that my customers were my dearest friends. I’ve been in many restaurants and retail stores thru my life, and I’ve observed sales people, clerks, or waiters and waitresses, going through the motions of their jobs, almost sleep walking, and then a friend or another customer they know comes in and they perk up, smile and come alive. What a metamorphosis!
I’m sure you have seen the same thing in your life.
We all share the same basic human needs and desires. All of us, whether we are a customer or client, need to feel important. We don’t want to be just another customer. We all want to feel recognized and treated as someone important. All of us want this.
Think about what this could do to your bottom line.
Treat everyone like your best friend and make their first impression of you the best experience they have ever had.
Let me know what you think of this and how it applies in your company.
Topics: Customer Retention, Lifelong Customers, customer satisfaction | 5 Comments »
August 1st, 2009 at 1:32 pm
Hi Ken,
SUPERB! Is NOTHING like that INCORRECT adage of “the customer is always right”….
What all of us need is as you said to be made to feel acknowledged, important, and respected…..is really the old Golden Rule…..this can be applied to ALL relationships…..be it business or personal.
GREAT blog and hope all is well in your world Ken!
Mike
[Reply]
admin Reply:
August 3rd, 2009 at 12:39 am
Hi Mike,
Thanks for the comment. The need to feel important is so basic that we must always think of it in our dealings with others. And the place to start is by being interested in the other person. Everybody’s got something interesting to say. Even if it’s something we disagree with, it is still interesting. You know why? Because it’s a different way of seeing things.
Ken
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August 2nd, 2009 at 3:46 pm
A good 1st impression is absolutely the best way to begin a business relationship. A neat tip is to smile when answering the phone. It will transfer to the calling party even if you are having the worst day ever! Great info Ken.
[Reply]
admin Reply:
August 3rd, 2009 at 12:51 am
Hi Al,
It’s so true. The smile will go right through the phone. If my daughter calls me on the phone and I am preoccupied with something, she can tell right away. She’ll ask, “Are you ok dad? Yes, smiles go through phones.
Ken
[Reply]
August 4th, 2009 at 9:47 am
This was the first lesson I learned from you when we first spoke years ago about getting into business! I have applied this lesson in my everyday life since then. Your a great teacher and a true gentleman for sharing what you do.
Scott
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