<p> Customer Service—The First Impression</p><p>To follow up on Tuesday’s Morning Meeting video, “The First Impression,” today we will have a discussion with our technicians on how to create that great first impression. Many technicians believe that sales begin in the customer’s home and for this reason, we must discuss and emphasize the importance of our technicians having the best introduction possible for each and every customer. During this discussion, be sure to allow each technician the opportunity to convey ways in which they use the first impression to capture sales. Also share ways in which a poor introduction has hurt their sales.</p><p>Following are some questions that can be used to begin the group discussion:</p><p> Ask your technicians if they believe that the following quote is a fact or a misstatement: “You never get a second chance to make a first impression.” Unfortunately, we do not have an endless supply of loyal customers. Many customers are routinely looking to be impressed by the service in which our company provides. How many unimpressed customers do not call us back?</p><p> During what part of our job do you feel the first impression begins? The fact is that the first impression begins the moment the crew leaves the shop in the Stanley Steemer van. Each customer and/or potential customer recognizes our yellow van and will begin to develop their perception of the company the moment they see it.</p><p> How can we affect customer service by how we park the van and set up for cleaning? Because the van doubles as a billboard, customers receiving our services, as well as potential customers, will compare our technicians to other companies. Such things as: using backers, safety cones, wheel chocks and door seals, as well as the neatness of our lines, will all be noticed by others.</p><p> Do you believe the cleanliness of our van also plays a part? To our customers, “neat and clean” suggests a higher level of professionalism. The appearance may also display a higher standard of service.  In just 7 to 30 seconds, customers develop an opinion of the crew and the service they will receive. What do you do to insure that the customer has the best perception of you in that first 30 seconds?</p><p> How could the following factors have a negative affect on customer service?</p><p>1. Physical Appearance - personal hygiene, technician demeanor and body language 2. Company Uniform - dirty, wrinkled uniform with shirt untucked 3. Cell Phones - ringtones or technicians using their phone while in the customer’s home 4. Smoking - before arrival or before leaving the customer’s driveway (the scent has lingered) 5. Attitude - not smiling, being rude to the customer 6. Personal Space - not giving the customer at least 3 feet between them and you</p><p>In closing, ask your technicians if they recognize any areas in which they could make improvements. Be sure to emphasize how making adjustments to their appearance and/or customer presentation will create a positive effect on their sales! </p><p>When a technician recognizes that what he or she is doing at the present time is not producing desired results, then the best action is to make changes!</p><p>During the meeting you can add role-play at anytime. </p><p>Have the technicians practice different “Introduction” scenarios. </p><p>(Make sure your role-playing customers challenge them from time to time!) </p>