How to Make a WOW First Impression
It takes seven seconds to make a first impression, in-person or on the phone. How many times do you contact a business and get transferred to numerous departments, end up in a never-ending automated redirect cycle or hung up on? Have you walked into a business and nobody was at the door to greet you? These non-existent, marginal or frustrating initial interactions can give your customers a bad impression right from the beginning. Many people will not give you a second chance if they aren’t acknowledged within 1-2 minutes which means lost revenue and ultimately bankrupt businesses.

One time I was in a restaurant and watched four parties of four or more walk out because they were never greeted. In just the one hour I estimated the restaurant lost over $500. Imagine how much they lose everyday if this is their common business practice?

Another time I called a home improvement store and was transferred or hung up on numerous occasions. If others have the same experience this store is losing approximately $1000 every 30 minutes for people cancelling orders due to lack of service.

On still another occasion I visited an appliance store and the salespeople were so inexperienced that I walked out without purchasing over $2000 on appliances.

If you want to give your customers a reason to return and refer give them a WOW first impression.

Here are some simple ideas:

• All phones should be answered within three rings
• Welcome and greet customers when they enter your establishment
• Hire/train the right people for the job
• Teach employees soft skills
• Dress professionally
• No chewing gum or eating
• Smile, be friendly with all interactions
• Answer all questions professionally, be helpful
• Have knowledgeable people at the door and on the phone
• Do not transfer people to numerous departments ONE transfer should be sufficient
• Never, Never hang up on a customer or turn your back on them
• Chat with them about their day–CARE!
• Empathize
• Thank customers for doing business with you

Too many times employees are hired for a position they aren’t qualified for and never receive the correct training. This is management or owner’s fault.

We at The Hart Experience can give you a customer’s perspective. We will show you why you are losing revenue. Many times it’s small areas that need improvement and this can be resolved with minimal training. We offer customized mystery shop reports that will show you key areas that need improvement. Contact Debbie Hart 602.717.3271, Debbie@thehartexperience.com www.thehartexperience.com