Any business owner knows that their success depends on their customers’ satisfaction. Ensuring customer satisfaction is an ongoing process; it takes consistent care and effort to maintain the good relationship you have built with your clients. Unfortunately, customers have very high expectations and very low tolerance. They’ll be quick to judge you based on the first impression they get of you, which is why first impressions matter the most. Otherwise, you’ll have to go above and beyond to salvage the damaged trust. Luckily, there are many ways through which you can leave great lasting impressions on your customers, and it all begins with knowing how to live up to their expectations.
First, let’s figure out why creating such a lasting impression matters at all.
Why you Need to Create a Lasting First Impression
There are two main reasons why you should put a lot of effort into creating a lasting impression. One reason can be explained with the halo effect, while the fundamental attribution error concept explains the other. Complicated much? Let’s have some examples.
1. The Halo Effect
It all comes down to good old human nature. Have you ever met a friendly person and constantly opened up to them? Subconsciously, you make the impression that they’re good people who you’d love to have as friends. This generalized assumption that “they’re a good person” based on one positive attribute you’ve witnessed is the concept of the halo effect. The same applies to business; once a customer gets a good first impression, they’re more likely to assume that your services live up to the image they’ve built of you in their minds.
2. The Fundamental Attribution Error
Alternatively, people will also be quick to make negative assumptions about you once they get a bad first impression. The fundamental attribution error is then the opposite of the halo effect; once a customer faces a negative experience with your business or even one that fails to live up to their expectations, they’ll assume the worst of the rest of your services.
How to Create a Great Lasting Impression?
Since we’re now treading on a risky territory, it’s imperative that you prepare your business for ultimate customer satisfaction. This can be done in a myriad of ways, and here are a few pointers to get you started.
1. Set up an Inviting Environment
The first thing that your customers will notice is the environment of your office or business premises. They’ll start forming their impression long before they talk directly with you or your employees, and that’s the first aspect you need to work on. The experts at Auto-San point out that the ambiance and odor of your workplace can make or break your customers’ experience. Installing some odor eliminators that both purify the air from unpleasant odors while leaving a refreshing scent will go a long way in ensuring that your clients’ first impression of your business is a positive one.
2. Rehearse Speech-Openers
Next, you need to prepare for the first impression you’ll leave on your customers as employees. This starts with rehearsing speech openers and ice breakers, where you should take good care in welcoming them, asking for their names, and thanking them for dealing with you. This preparation should serve in welcoming your customers in all communication forms, whether it’s over the phone, over text, or in person.
3. Pay Attention to Customers’ Needs
It can be tempting to focus on the services and products you can offer to your customers, but make it a point to be a good listener first. Your customers want to feel heard. Even if you think you know what they need, allow them to finish talking and let it all out. Once they feel heard and understood, they’ll be willing to listen to your offers and try your suggestions.
4. Work on Your Communication Skills
What works for one customer may very well not work for the next, and that’s something your customer support representatives need to be very well aware of. These representatives should work on their communication skills, and know how to switch their communication style according to the personality of the customer they’re dealing with.
5. Follow Up
Finally, always follow up on your customers. Call them back to check that the order has been well delivered and received. Check to see if they had any issues on their first encounter and if they have any feedback or suggestions. Make them feel both appreciated and important, and they’re bound to remember you with the best impression.
Creating a lasting impression on customers is one of the most basic skills any business owner should have. Your customers will paint a complete picture of you and your business based on the first impression they get; it’s human nature. At the end of the day, it’s up to you to choose the kind of image they end up with, so keep the above tips in mind to make sure your customers will want to invest in your business.