Operations

First Impressions Last Forever

Posted on August 1, 2011 by Bruce Heinrich

Page 1 of 2

Why is it that an owner or manager can be so nice, polite and well-groomed when meeting a customer, but then let his guard down in front of employees? Don’t you know that those same employees are ultimately going to model your words and actions to your customers?

You have only have one chance to make a first impression. A good first impression sets the tone and expectation for the rest of that relationship.

Can you remember meeting someone for the first time and thinking, “I’ll probably never do business with them?” We all have. So let’s put the odds in our favor and intend to make a positive impression first.

The only way to overcome a poor first impression is to act, perform and appear in a consistent and strong manner over time. In most cases, we won’t even get the chance.

Your employees, especially new hires, are hyper-sensitive to your every word, act and manner. They will make a decision somewhere in the first minutes, hours or days whether or not they like or respect you, your management style, your business, your customers and how long they anticipate working for you.

Are you experiencing high turn-over? Do you manage a disgruntled or undisciplined group of chauffeurs or CSRs? What if you put the odds in your favor from the outset? I learned at the Ritz-Carlton that the single most important element to having a well-trained, loyal and happy workforce is to have a systematic professional process for hiring, orientation, and training. Simply enough, it all starts with their first impression(s) of you, your office, staff, and even your shoes.

At our storefront office, our team is trained to greet every visitor warmly and offer a chilled bottle of water before even finding out who they are or what they want. Why? Well, how expensive or difficult is it to invest 15 cents and a smile in someone who may become an employee, new client or vendor? Whoever they turn out to be, they will always remember the inviting atmosphere at our company.

View comments or post a comment on this story. (0 Comments)

More News

Celebrity Worldwide Launches New Charter Jet Website

Clients of the Philadelphia-based company can book seamless air travel worldwide through an easy, more informative site.

No Way Uber Worth $70 Billion, Investor Says

Meanwhile, the feds have penalized the TNC for misleading consumers on its privacy practices.

Updated Uber For Business Gives Companies More Control

The TNC's refreshed platform will help streamline corporate ride-hail use, especially for unmanaged travel programs.

Dream Team: How One Company Keeps Clients And Staff

eNews Exclusive: Concierge Limousine along California’s Gold Coast knows that without happy, loyal employees, an operation will fall apart.

Layoffs Feared As Uber Shuts Down Leasing Unit

Being in the car leasing business was harder than the TNC imagined.

See More News

Facebook Comments ()

Comments (0)

Post a Comment

Submit

Blog

See More

LCT Store

LCT Magazine - August 2017 $12.95 MILLENNIALS/FAST 40 ISSUE COVER STORY: * How to Score & Keep The Best Young Talent * *
LCT Magazine - July 2017 $12.95 COVER STORY: * Why These Titans Work So Hard to Give it Away * *



Connect

Experience the three annual industry events for networking for business, showcasing vehicles and products, and getting the tools for success.

Read About Your Region

What’s Happening Near You?
Click on any state to see the latest industry news and events in that region.

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment

TruckingInfo.com

THE COMMERCIAL TRUCK INDUSTRY’S MOST IN-DEPTH INFORMATION SOURCE

Work Truck Magazine

The number 1 resource for vocational truck fleets

Metro Magazine

Serving the bus and passenger rail industries for more than a century

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

Please sign in or register to .    Close