Did you know that the average person forms a first impression within just 7 seconds? In business, you might not always get a second chance to dazzle customers or clients. This is why it’s crucial to get it right first time around. In this guide, we’ll outline some simple strategies you can employ to create a positive first impression every time.
Clean, inviting business premises
If you welcome customers, shoppers or clients into physical premises, it’s critical to ensure they are clean and inviting. Dirty windows, stained flooring, messy reception areas and storefronts that look dull or drab can all be turn-offs. A lack of cleanliness can impact customer perceptions and your brand image. If your facilities are messy, unkempt or unclean, people may not trust you or they may question the quality of the products or services you offer. Sparkling, fresh, welcoming premises create a positive first impression, setting the right tone for the customer’s first interaction or experience.
It is particularly important to recognise the impact of cleanliness and hygiene in industries, such as healthcare, education and childcare, hospitality, and retail. If you don’t have a dedicated cleaning department, consider outsourcing to a professional commercial cleaning service. You’ll have access to experienced, trained cleaners who can help you create great first impressions, increase employee productivity, enhance client experience and comply with health and safety regulations. Look for reputable, top-rated cleaning businesses, which offer tailored service packages and boast a proven track record in your industry.
Polite, approachable employees
If your employees interact with customers either in person or via the phone, email or social media messaging, ensuring they are polite and approachable is key. Courteous, friendly, helpful employees can make all the difference when customers are visiting your premises for the first time or contacting the company to ask a question, resolve an issue or get a quote or information. If somebody is rude or abrupt, they lack the required knowledge, or they seem disinterested, this can put customers off for life. It’s important to understand the potential implications of negative experiences of customer service. In the age of reviews and viral social media posts, news travels fast. If you get a bad review, it can drive customers away in large numbers. Over 90% of consumers now use reviews to help them find products or businesses.
Providing staff training is an excellent way to set and maintain high standards of customer service. It’s also beneficial to implement guidelines and policies so that your team understands what is expected of them and to hire the right people for the right roles. If you’re recruiting for customer service representatives or front-of-house staff, for example, it’s wise to focus on personality traits as well as qualifications and professional experience. As an employer and team leader, it’s also important to be mindful of personal preferences, strengths and weaknesses. If employees usually behind the scenes, they may not respond positively to being thrust into the spotlight and asked to take on client-focused roles.
Eye-catching storefronts
If you run a shop, store, salon, restaurant or coffee shop, or your business relies on footfall, having an eye-catching storefront is essential. You want to intrigue and delight passers-by and encourage them to have a look inside. Failing that, the goal is to persuade them to find out more. Perhaps they’re in a rush and they don’t have time to shop now, for example. If this is the case, a magnificent window display or fabulous-looking signage can push them to check out your online store, website or social media feeds. It’s critical to stand out for the right reasons. Everything about the appearance of your premises should complement your brand identity and give people information about what you sell and how you can make their lives better with your products or services.
When you refresh displays or create new signage or visual exhibits, it’s crucial to consider your target market and think about how your designs will work in practice. Factor in the size and shape of the space and think carefully about what you’re promoting and who you want to attract. Testing different ideas, for example, colours, fonts and design options for a new store sign, can help you gauge customer feedback and make improvements.
Punctuality
Punctuality is a deal-breaker for many customers. Being late can be perceived as rude or displaying a lack of respect. It can get a meeting or pitch off to a shaky start or put customers who are thinking about buying a product off. We live in an age where it’s possible to access almost any product or service within seconds. Consumers are used to convenient, swift services. If you leave people waiting, they may just find an alternative product, retailer or service provider.
It’s important for business owners to set a good example and instill positive habits within the entire team. If you’re the boss of a company and you’re always late to meetings with employees, this gives the impression that getting there on time isn’t a big deal. Arrive in plenty of time and if you can’t meet at the agreed time for reasons beyond your control, communicate clearly and offer a solution. If the traffic is terrible due to an accident, for example, contact the client as soon as possible, offer to move the meeting or pull over and speak to them on the phone instead. Enforcing penalties for persistent lateness can help you avoid issues. If you have an employee who consistently misses the start of meetings without an acceptable excuse, for example, organise a catch-up with them, discuss the situation and take appropriate action.
Dress code and uniforms
A dress code can help your business make a good first impression. Customers often make judgments based on the people they meet. Within the first few seconds, this often depends heavily on physical appearance, presentation and body language. Choosing a dress code can help you foster positive relationships and showcase your brand identity. In some industries, professionalism and trustworthiness are key drivers, while in others, creativity or fun may be more important. If you work in a legal firm, a financial organisation or a business that specialises in funeral care or healthcare services, for example, a smart dress code is advisable. If you provide activities for children, you own a trendy bar or a cutting-edge beauty or hair salon, for example, you may want to be more liberal with the dress code. Providing uniforms is a simple way to implement a dress code, save employees time and effort and make your brand stand out.
Positive body language
The way you interact with people when you first meet them can have a significant effect on how they perceive you. In business, body language can be pivotal in building relationships and ensuring customers have the right view of your brand. Small gestures like making eye contact, smiling, shaking somebody’s hand and directing them to a comfortable seat can make a big difference. The goal is to help customers feel relaxed and at ease and to encourage them to put their trust in your business. Try to avoid negative body language. Examples include averting eye contact, poor posture, crossed arms and restlessness.
It takes most people just 7 seconds to form a first impression. Our initial reactions can be hugely influential when it comes to building relationships with people and choosing products and services from businesses and brands. If you run a company, it’s critical to impress from the outset, as you might not get a second chance. Following simple steps can help you lower risks and make sure you excel every time. Examples include maintaining clean, inviting premises, being polite, approachable and punctual, providing staff training, creating eye-catching storefronts, implementing a dress code or uniform policy, and displaying positive body language.
