You’ve probably heard the expression, “You only get one chance to make a first impression.”
Did you know that about 70% of the US population now turns to the Internet first when looking for information on a business? Those numbers continue to rise, making a presence on the Internet a necessity. Of course, it’s not enough to just have a website. Your business website needs to be attractive, uncluttered, and easy to navigate. If a potential customer’s first impression of your website is that it’s a complicated eyesore, they’ll hit the back button so fast that you’ll never know they were there. If you already have a website then that means you understand the important role the Internet now plays in business, and chances are your awareness of this important tool has given you an advantage over your competition…if…is it attractive? Uncluttered? Easy to navigate? Your website will be the first experience many people have with your business. What first impression does your website give?
Sometimes that first impression takes place when a potential customer walks in to your place of business. Is the entry clean and inviting? Were they properly greeted? The next time you enter your place of business, try to look at it with a fresh perspective. You may be surprised at what you see. Are your employees text-messaging their friends instead of greeting your customers? Does the floor need to be swept or vacuumed? Are the windows in need of cleaning? You may be surprised at how a few simple changes can help your customers or clients have a much, much better experience.
Another first impression for many businesses is the telephone. Has everyone been trained to answer properly? I once had a client with a transmission repair business (let’s call him “Bob”). When I called to confirm our appointment, Bob answered the phone, and in an agitated tone of voice barked out a single word:
At first I thought I’d dialed a wrong number.
“Is this Bob’s Transmission,” I asked?
“Yeah, this is Bob, whataya want?!”
Well, Bob, I thought to myself, if I were a customer I’d want someone else to work on my transmission!
After Bob hired me, the first thing I did was convince him to change the way his telephone was answered. What are some of the things you can do to improve that first impression?