I went in to pick up my dry cleaning and a guy who looked like this was behind
the counter waiting on customers.
Can You Believe It?
Image and first impressions are so important. Small businesses make the same
mistake as my dry cleaners and I'm amazed that even large companies spend lots
of money on massive advertising campaigns, but don't pay attention to the front
line people dealing directly with customers.
Image
and First Impressions in Your Business
- Appearance: Your
appearance should match your clients. I just saw Tony Hsieh from
Zappos.com speak onstage and this is what he wore. He doesn't wear a suit,
but his look matches his relaxed image.
- Online:
People will check you out online before their initial contact with your
company, so they need to have a good experience with your web site, social
media and email marketing.
- Logo: Your
logo needs to represent your company with professionalism and
friendliness.
- Voice
Mail:
Your voice mail needs to welcome people and not become a frustrating
circus that never leads to a human being.
- Location: Your
place of business should be inviting. If you're a home-based business,
meet people in warm, relaxed locations like restaurants and hotel lobbies.
Some coffee houses are too hectic for business.
- Telephone: Have
you ever called a company and felt like you were an interruption to
someone's day? Customers are looking for a great telephone experience with
someone who can provide great solutions for their lives.
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