We have all heard the phrase, &8220;You only have one opportunity to make a positive first impression.&8221;

While the phrase sounds simple, it has a very powerful meaning to those managing their customer service efforts.

Customers or prospects entering our businesses may or may not have a preconceived notion of what to expect.

The first impression they have of our business might take into account one of many factors.

Some of these might include:

-Reputation:

What is the reputation of our business among members of the same industry?

What have we heard about this business from others?

-Facilities:

How does the physical layout, appearance and degree of comfort in those areas frequented by the customer impact them and aid in forming a positive impression?

-The People:

The attitudes of the people may point up the difference between a business and its competitors, especially when the products and services offered are generally not differentiated.

Are they pleasant, available, efficient, helpful, and overall just good to be around?

-Action:

Are you greeted promptly, and is there a demonstrated effort to service you?

How do you feel when you walk into a business and it seems that no one even knows you&8217;re there?

A natural gap exists between what a customer expects and what they perceive when they first encounter our business.

If their perception exceeds their expectation, they will have a positive first experience.

Take the case of the new pizzeria that&8217;s locally owned and operated.

When we first encounter the business, we likely have no expectations.

Upon entry, if the restaurant is clean, has a pleasant atmosphere, we are warmly greeted and promptly served, then we likely will have a positive first impression.

Our perception exceeded our expectation.

On the contrary, a dirty restaurant with grumpy employees probably will not entice us back.

Take care:

As your reputation grows and customers come to expect good things when patronizing your business, the bar is raised!

It will be increasingly more challenging to exceed their expectations, and make that all-important positive first impression.