What are you presenting to your clients? First impressions count. And, every single touch point between you and your client, or your potential client, gives them an opportunity to form an opinion about you.
So, what are you presenting them? What impression are you giving to your client?
Remember, the first meeting, the first touch point is more important than any. For example, if they come across your website. I’ve said before website design is not important. It’s the content that’s important.
However, it still needs to look effective and modern. You need a logo. You need to look presentable. It needs to look intentional.
Looking old-fashioned or scruffy or having the odd quacking duck walking across the pages is not going to help you.
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When people phone up and you answer the phone, do you just say “Hello? How can I help?” Or, do you have a script that says, “Hello, thanks for calling. My name is John. How can I help you?” And, does everyone else have the same script? Have you tested it? Is it considered?
When people come to your premises, have you thought about the area where they wait? When you’re doing something, or say they come to collect something, do they just stand there? Do you have seats? Are they dirty? Are they scruffy or second-hand?
While they’re waiting, is there something for them to read? Is it like a dentist waiting room where the magazines are three years old? Or, can you spend some money on a new magazine once in a while, or perhaps a paper?
How about leaving an iPad there for them to play with? Obviously, make sure they don’t steal it and take it out the door. But, I doubt they will.
Think of what impression you can give to increase the value of your service. I just mentioned leaving an iPad or a couple of iPads. That’s going to be quite impressive. That’s going to stand you above the standard car tyre replacement reception area because they are not very nice areas.
Do you talk to people while they’re waiting? Perhaps when they’re on hold, do you remember to get back to them? People may be interrupting your time but they are potential customer.
Have you redesigned your reception area, recently? When they come in to your car park, is it clean, do you sweep the car park? Or, do you think it is someone else’s responsibility?
Are your windows clean? Is there green mossy mould on the side of your building? When they stand outside in the rain, are they getting soaking wet with no overhead shelter? Do you even tell them where car parks are?
Give an impression that you are professional and that you want their business in all aspects. If you go to meet them, do you wear jeans? Do you wear a t-shirt?
You don’t have to wear a suit and a tie but you can be presentable. Is your business card modern? Is it dog-eared and out of your pocket?
Do you have a briefcase? Or, do just have some scruffy folder? Do you have a binder? Does it look like you bought it down at Staples and it’s the cheapest one they had?
Think of all these things.
Book For The Week
Monday, it’s time for a read for the week. And, this week’s book is The Star Principle by a very, very talented author and entrepreneur called Richard Koch. He’s more famous for the 80/20 Rule books. And also he is a very, very, very successful investor.
Mainly, the book explains how finds star companies, invests and makes loads of money. However, those star companies have principles that can be applied to your business.
One of the things he points out is you need to be the leader in a growing market. But, if you’re not the leader within that growing market, you can create your own new market within the market and become the leader there. Define some new way of doing things.
Apple invented the iPhone. It was not the first smartphone. Apple invented the iPod. It was not the first MP3 player. But, they changed the rules and they then led the market. But, don’t expect to become Apple.
This is a great book, very, very, very helpful. Please try reading it.
Try reading a book every week, or every couple of weeks, or every month. You will learn and advance no end.
That’s it for today. Speak to you soon.
