To an exceptional degree, customers evaluate your company according to their initial brush or full fledged contact with you.
What does this mean for you?
It means, that the way you approach initial conversations with prospects and customers is critical to the success of the relationship from that point on. I’m sure you’ve heard the phrase ‘perception is reality‘, right? Well, its a very true and powerful message. Even if your intentions are good, the thing that matters most is your delivery of information and answers.
Here are a few reminders on how to make sure that first impression is a positive, and lasting one:
- Use positive, can-do language. Words like ‘absolutely’, ‘certainly’, ‘right away’, etc, set the tone for the conversation and show the prospect/customer that you are enthusiastic about helping them. Of course, use in moderation so not to come off as insincere.
- Say ‘Thank You’, often. If it were not for your customers, you would not be in business. Thank them for choosing you and working with you.
- Focus on customer needs, not products. Before offering any suggestions on product or services, you need to ask good questions to find out what the prospect/customer actually needs. Questions related to their project, past experiences, budget, priority list, etc. If you show genuine interest in what they are doing, the sale will be effortless.
Make it SUPER easy to do business with you. Customers come to us for one reason, and one reason only- THEY NEED HELP WITH SOMETHING. It’s your job to not only make it easy for them to get answers, but to get them excited about how we can HELP them.
Remember, to an exceptional degree, customers evaluate your company according to their initial brush or full fledged contact with you. YOU are their initial contact, make it a good one!
Take Action: Think of two ways you can make your first impressions more memorable, and put them in place tomorrow.