The importance of first impressions - Manitoba Customer Contact Association

The importance of first impressions

The importance of first impressions

Customer service is one of the most important parts of doing business. The relationships you create with your customers reflect directly on the success of your business. One very important goal of customer service is to keep the consumer coming back.

Something that a lot of people ignore is the fact that your customers associate your company with the kind of treatment they get from the customer support employees. The people you have working in that particular department will undoubtedly set an image for your business.

On the Telephone

One way you could be contacting your customers is by phone. These kinds of customer support groups are there to assist when people have problems using their products or services. On the phone, contact is easier to manage due to the fact that you can get away with your body language and facial expressions. Still, an immediate response is necessary so your customers don’t feel ignored and don’t get frustrated.

Face to Face

In the case when you have direct contact with the people who buy your products or services you must be extra careful. The way you look, your body language, your facial expressions, the tone of your voice and many other small elements speak for you. This is one of the reasons why companies train their employees thoroughly.

Tips on leaving a good impression

Be professional

A professional attitude and appearance is a very important element to a good first impression. That is usually distinguished by being appropriate in language and behavior, being credible and honest, and caring to help your customers. An appropriate language will get you a long way. Credibility and honesty are also signs of a professional individual. All of these show that you really care that your customers have the best experience with your product or service.

A professional attitude will also establish you as a serious company. No matter the significance of your job and the size of your business, professionalism is always a positive thing.

Know your stuff

Knowing what you are selling is the first step to a successful first experience with a customer. It is crucial that you have all the answers about the way your product works, what your service provides, or what that person will gain from buying from you. This is why companies should pay great attention to training their employees on their own products and services.

Be respectful

Finally, be respectful to your customers. This might seem like common sense, but many people ignore brands with rude employees. Having basic manners can help you keep your existing customers and gain new ones. Having a positive attitude and trying to solve problems makes a big difference. Negativity drives people away, in life and in business.

To learn more, contact MCCA at to arrange your "First Impressions" training course.