How to Make a Great Impression on Your New Customer
Meeting a new customer for the first time is a lot like making a new friend. First impressions really do count, especially when it’s someone you’re looking to do business with. Understanding what the customer is coming to you for is the best place to start.
Body Language Says a Lot
If you are talking with the customer in person, it’s important you are aware of your facial expressions and posture. If a customer comes in to find you leaning against the wall or sat down not paying attention, that isn’t giving off the right impression. When standing in front of customers, ensure you are fully engaged within the conversation. Answering all questions that they are asking and being forthcoming to assist them are all great ways to make a good first impression.
Making Eye Contact
Eye contact is an important but simple way to engage with your customers. If you are talking to someone but not making eye contact, this can come across as you are disinterested in the conversation. If this is something that can make you feel uneasy, just look at them for long enough to let them know you are fully engaged in the conversation.
Smile, even if you don’t want to
It’s like making eye contact, looking happy and enthusiastic and being helpful will make customers remember you. It’s important to remember to leave any bad mood at the door, granted that’s easier said than done however a customer doesn’t want to be at the receiving end no matter how difficult they may be. Having a smile on your face even when you would rather not and ensuring you always look friendly and approachable, will work in your favour especially when it comes to customers.
Remember it isn’t about you, it’s about them
It can be difficult to seem happy at work especially when you’re not, customers tend to go off on a tangent and may start telling you what they did last weekend. Even though you have no interest in learning about what they got up to, it’s important to just nod, smile and seem interested. If they are coming to you with a complaint that isn’t your fault, ensure you seem empathetic and tell them you will look into the complaint. This way they are less likely to get upset with you, even if this means you pass it onto someone else.
Admit you don’t know and be honest with the customer
Being in a customer facing position that only deals with complaints can be tough. It’s important to remember that customers want to know you’re in control of the situation. If a customer comes to you with a problem that you yourself may need some assistance with, being honest and straight with them is the best way to go about this. Make sure you have all the details written down correctly and apologise on the company’s behalf. Tell them what you are doing instead of just involving a second person. Customers can get confused especially if you are dealing with them over the phone, they are more likely to end up shouting at you if they are unaware of what is going on.
