The primary impression is vitally essential. It positions us, establishes the tone of our relationship and earns belief.
However we’re human, and it’s unlikely that each first impression might be as helpful as we’d like. Thankfully, individuals can communicate up and tell us, notably if we make it straightforward for them to take action.
When a buyer or companion lets us know that we made a awful first impression, it’s time to lean in. You’re not going to get a 3rd probability to make a second impression.
If a customer support name goes mistaken, or if a brand new worker is stumbling, that is the second to escalate and get the second impression good. It exhibits that we will get better, that we’re listening, and that the connection is value one thing to us.
What a chance to make issues proper. In case your staff isn’t empowered to escalate assist on the first trace of an issue, you’re letting them down.