Who do first impressions matter?
Because customers who like you are more likely to tell their friends and relatives about you. This is the least expensive marketing available – it’s called positive word-of-mouth marketing and it’s free. On the contrary, the absence of positive soft skills can result in bad word-of-mouth complaints. And bad news travels fast and it multiplies exponentially.
Regardless of your specialized work discipline, knowing how to do your job is only one aspect of customer service because technical ability won’t matter if you don’t convey a positive first impression. It’s been said that you don’t get a second chance to make a great first impression – so make it positive right from the start.
The below one-minute video says it best!
During my seminars, attendees learn that among the many technical disciplines, diagnostic ability and conveying a positive attitude are two of the most important. There are, however, soft skill behaviors that are mentioned less frequently and which dramatically impact a service encounter.
These behaviors are neat attire, good personal hygiene, cleaning up afterwards and completing all paperwork. Something as simple as completing paperwork can have a dramatic impact on service work.