A customer's first impression matters

The old tagline goes, “you never get a second chance to make a first impression.” Well, it’s still true in many things, and first impressions certainly matter in customer service. This is evident in the fact that businesses often invest a significant amount of money in the interior design and aesthetics of their physical locations, yet oddly enough neglect to prioritize the quality of their customer service.

Many companies claim to be customer-centric and put customers first, but fail to focus on this crucial aspect of customer service. One reason for this oversight is that the first interaction is often treated as an afterthought. When building a business, the focus is on other aspects such as the physical space and hiring employees, but not enough attention is given to the initial greeting and interaction with customers. It is important to have a people person who can create a positive experience for customers. In this case, a smile can be heard over the phone, and customers can sense when the person on the other end is happy and welcoming.

That said, there are challenges faced by larger brands with a high volume of calls and interactions. There are challenges but also opportunities for brands to collect feedback that will help them avoid issues in the first interaction. Surveys often have fatal flaws and try to gauge every aspect of the customer experience. Instead, a simple approach of asking customers what one thing they would change about the business. By directly asking for feedback on the first interaction, businesses can identify areas for improvement and make necessary changes to create a better customer experience.

The first interaction between a customer and a business sets the tone for the entire customer experience. It is crucial for businesses to prioritize hiring individuals with great personalities and excellent customer service skills to handle customer inquiries. Investing in training and empowering employees to provide a warm and welcoming experience can significantly impact customer satisfaction and loyalty. By prioritizing the first interaction, businesses can create a positive impression that sets the stage for a successful customer experience.