First impressions are often lasting impressions, and like the saying goes, you only have one chance to make a good first impression. This is especially important for customer service. A customer can get turned off in just a few seconds if you make a bad first impression. If you make a good first impression, you have a chance to keep that customer.

What constitutes a first impression? Actually, it is many things.  To determine where customers get their first impression of your business, figure out how customers contact you: on the web? via telephone? in person?

Websites: Lots of potential customers look up businesses on the web. To make a good first impression, you must have a nice, updated website that provides the information your customers need. Is it easy to navigate? Do you provide contact information, a feedback form?

Telephone: Do you have a receptionist? Is he or she pleasant and helpful? If you don’t have a live person to answer the phone, does your phone system provide easy to follow instructions and relevant information?

In person: Who is the first person your potential customers see? Is it a receptionist or clerk? Is this person dressed in a manner that reflects your business ethos? Is this person pleasant and helpful? If you are a retail operation, is your place of business inviting? Easy to get to?

How can you tell what kind of impression you are making? You could hire a consultant or  “secret shopper” to give you input. We often don’t see what is in front of us. Ask your customers.  Make sure you know what is being said about you.

The bottom line is that it is essential to make sure you are making the best first impression you can.