As a CEO, president or business owner, have you thought about who the most important person in your company is?
You could give a quick answer and say you are the most important person in your company.
But I am not talking about management or leadership. I am talking about how the customer perceives your company. The most important person in your company is the first person the customer comes in contact with.
For some businesses it may be the receptionist. I have had the pleasure of working with a couple of companies over the years that really stand out with identifying and placing an incredible employee whose job it is to be the receptionist which includes greeting visitors to the office and answering the telephone. Both companies make every single client feel they are the most important person in the world with that initial contact every single time. Whether they are existing clients or potential new clients, people instantly feel welcome and confident their needs will be met. It’s actually a pleasure to call into the company or to stop by for a business meeting. It doesn’t matter what type of company you have as the two companies I’m referencing are vastly different yet highly successful for many years. Why? One reason is definitely who is at the reception desk.
In this age of automation and voicemail, how your company answers the telephone is how the customer perceives your company, positive or negative. Same is true with the physical reception area of your office.
Another example is the restaurant or retail business. Both industries are going through tremendous change due to consumer needs and technology. If a customer walks into the restaurant or store and an employee isn’t well trained, you may very well lose the business to the competition who has taken the time to train employees in customer service and product knowledge.
A third example is a professional sales representative who comes to your business or one of your sales team members goes to a potential customer’s business. Are they dressed properly? Are they are well spoken? How well do they know the products and services? If they do not present themselves well in those initial moments there may very well not be any business transacted on that particular day or in the future.
Every single person who works for you can be critical to your business and can help you make the sale or lose the sale. Observe your business as though you were a customer and make sure the person that has first contact is giving the right impression of your business.
As the old saying goes: First impressions really do count.
To your customer, first contact with your business either by phone or in person can either make or break a sale.
To your success!
Business expert and strategist, Howard Lewinter, guides – focuses – advises CEOs, presidents and business owners throughout the United States to MORE success – MORE profit – less stress. Business problems? Business issues? Get MORE from your business! Talk business with Howard: 888-738-1855.