The Way you do Anything, is the way you Do Everything!

Why First Impressions are the Key to Success! 

 

With gas prices up to nearly $5/gallon in July I decided to try something new in my business.  Instead of cold calling dealerships by car and foot I decided to call about 50 businesses and see if I could develop new business relationships over the phone. It reminded me of how important it is to leave a great first impression and, for most prospective clients that first impression is made over the phone.

 

I am always amazed by the way this critical step to business success correlates to actual business success.  In almost every case the business I was calling was new to me, they did not know me or if I were a customer or a vendor. Some of the businesses I called made me feel warm and welcome from the first minute.  Others, made me feel like I was intruding; adding to their already much too stressful day.  I could tell within 5 minutes exactly how they run their business and the priority they place on keeping their customers happy.

 

How many of you have been concentrating on a design, gathering your pricing for a proposal or solving a problem in the field with an installer when THAT DAMN PHONE WILL NOT QUIT RINGING!?  (Admit it, we all have all been there). Be aware - it comes across when you pick up the phone. (how can it not?) 

 

My suggestion is, before you pick up the phone, stop... pause for a few seconds, take a deep breath and then give the phone 100% of your attention.  This interupts your chain of thought and allows you to adopt a more pleasant demeanor rather than using "problem solving mode".   Have a friend, or a spouse, call your business with a "critical ear" and do some general public inquiry. Write down 5 general questions that the average consumer might ask; "Do you do bathroom remodeling", that type of question.  The reason for 5 questions  is that it makes the person on the other end really engage and you will be able to spot any irritation or if they "hurry" their responses.    Always, thank the person who answered the phone, to gauge how "friendly" they are by their response to the thank you. 

 

Armed with this information you can sit down with your staff to congratulate them on their good work and do some live training with those who need a little help.  It will keep everyone on their toes.

 

Whenever I have a new consulting client calling the business as an unknown prospect is one of my first "tests".  I usually call about 4 times myself and have my wife, or a friend do the same.  This gives me so much information about the business and the general happiness level of the employees and clients.  I consulted with one business where the assistant was the most unpleasant person, over the phone, I have ever heard. She had been with them for years.  I  tried nicely to tell the principal that her general unhappiness with life comes across bigtime. She was not rude, nor did she do anything specifically wrong; however, she was the opposite of warm, kind and welcoming.  You cannot track lost opportunities and I do not know how many of their customers ended up somewhere else without the business even knowing they were gone.

 

This is a great, and very inexpensive, way to set yourself apart from the competition.  Every time the phone rings, you want your attitude to be " hooray, another opportunity to help a customer".  Every opportunity is to be cherished and maximized.  The first opportunity is the PHONE, seize it, and maximize your results!