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Making a Great First Impression Matters
Making a Great First
Impression Matters
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by Nancy Friedman
How long does it take to make a GREAT first impression?
A. 4 – 10 seconds. B. 10 – 20 seconds. C. More than 20 seconds.
I’m betting you know the answer. Right? Not a long time (it’s “A” just in case there was any doubt).
Make no mistake, the problem is in the training. “ Good first impressions are not just made through phone calls, but through all touch points of communication. You may not think about it, but all forms of communication matter. Whether you are contacting someone by phone, email, voicemail, mail, fax, face-toface or by text, be aware that first contact sets the tone. A negative first impression creates something you must overcome – not the ideal situation for relationship building. Make no mistake, it all starts with training. Often, all employees are told to do is smile. And while presenting a pleasant and appealing demeanor on the phone or in voicemail matters, the content of the conversation is important as well. Regardless of the form of communication, customers need to know who you are and how you can help them. They need to feel confident that you can help solve their problem and that you are happy to do it. Either way, you know what’s right. Make it happen! Call your own company and hear if they’re smiling. Do they make a GREAT first impression every time? The Question: Why don’t more people try to give a great first impression? The Answer: In my opinion, they probably haven’t been shown how to give a great first impression, and they’ve never been told why it matters. I often find that business owners do not spend enough time within their franchise systems teaching employees these important skills.
Nancy Friedman, Founder and Chairman of Telephone Doctor Customer Service Training, is a sought-after speaker for franchise and corporate conferences, sharing tips and advice in customer service, communication and sales. As a former franchisor, she brings the good, bad and ugly for us to review. Author of nine books, Nancy can be reached at www.nancyfriedman.com, or email her at nancy@telephonedoctor.com or call: 314-291-1012 CST.
