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First Impression In Person and Over the Phone
Instant Impression
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People like people who are like themselves. That is how we build rapport.
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Building rapport involves matching how your customer represents their world.
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If you lose rapport by violating a person’s trust, the chance of the relationship continuing in a positive fashion is slim. In short, if a customer does not trust you, they will not buy from you.
Why Customer Service Matters
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Here are some statistics on why Customer Service is important to your business.
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Satisfied customers tell 4–5 other people.
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For every customer who complains, 26 others remain silent. (Silent to you, but they will tell all their friends.)
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The average wronged customer will tell 8–16 people.
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91% of unhappy customers will never do business with you again!
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60–80% of customers say they need to have a ‘satisfying experience’ or they will purchase elsewhere.
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If you make an effort to resolve customer’s complaints, 82–95% will stay with you.
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It costs 5 times as much to attract a new customer as it costs to keep an old one.
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Customers take 3 seconds to form an upfront evaluation. Then 20 seconds to 4 minutes completes the first impression.
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The goal when working with every customer is to establish a caring, professional, dependable, and outstanding impression. This leads to a higher average sale and more repeat and referral business.
Meeting the Customer
Meeting the customer is all about the customer’s first impression of you and your business. This initial interaction formulates their expectations and perceptions about the experience. This includes appearance, body language, presentation materials, medium (voice mail, e-mail, letter, etc.) and eye contact.
Communication
Major studies have revealed that when face-to-face, we receive messages from other people as follows:
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55% of what we learn about others comes from the body language they use.
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38% from the tone of voice the speaker uses.
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7% from the actual words a person uses.
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Additional Resources
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