TRAINING 50 How to make an impression that counts
venue look outside and in? Does it smell good? What does the ambi- ence feel like, is it welcoming? Do- ing this on a regular basis, even having each team member take a turn to do ‘the walk’, allows you to reassess your image to a client and make small improvements often; ensuring you are the best you can be. Mystery shopping one another can also be fun.
BE POLITE AND HELPFUL Good manners combined with polite and attentive behaviour all help to make a positive impres- sion. Your customer deserves your full attention, anything less and that person will walk away with a negative experience. Be friendly, ask about their day, and really listen to the response (even if you’d rather be daydreaming about the evening’s dinner). How- ever, make sure you judge the situation first – some people just don’t want to interact so adapt your style accordingly.
All that ‘glitters’ can make you gold, claims Jane Sunley, CEO of learnpurple, who explains the importance of image
➔
It might not be a conscious action, though every time you walk into a venue and
meet a new person you’ll make an assumption about them. And it’s the same with the ambience or decor. Why? Because research has proven it takes on average just 20 seconds for someone to make up their mind about someone or something. Even if reluctant to make a first impression, the ma- jority of people, many of which are your customers or potential customers, do; creating a powerful image in that individual’s memory. If good, this image can eventually create advocates for your business. If it’s negative though, it can signifi- cantly affect the conversation and/ or relationship that follows. Here
Jane Sunley
are our three top tips for creating an impression that counts:
IMAGE It goes without saying, as an employee of an organisation, how you present yourself to the outside world reflects posi- tively (or negatively) on you, your employer and the brand. If you don’t look the part when customers enter your venue then they too will
think the busi-
ness you work for is not up to scratch. It may sound obvious
but people so often forget this
simple fact. A vital key to looking professional is fitting your clothes to your actual body shape. If you wear something that is too big, have it taken in. If it’s too small, have it let out or wear some- thing else. Think about looking
Gain the competitive advantage
learnpurple helps organisations to engage, develop and retain the talent needed to grow and prosper. It’s book Purple your People: the secrets to inspired, happy, more profitable people is available for pre-order from
www.amazon.co.uk. For more information, please visit
www.learnpurple.com or phone 0207 836 699
polished. Even if your workwear consists of jeans and a T-shirt there’s no excuse for unclean, un-ironed or unkempt. Next think about your daily routine, is there anything you can do to improve straight away? Perhaps checking that nail polish isn’t chipped, does your hair look neat and tidy, do you need to shave? These things also ring true for
your premises. Walk the customer journey, from the moment they step onto the pavement outside, to walking through the door and into the room. How does the
BODY LANGUAGE 55 per cent of all communica- tion is through body language rather than how or what you say. Therefore you need to constantly be aware of what your body is communicating. Arms folded suggests closed, unapproachable and insecure – even if it’s just a comfortable way of standing. And remember to smile and make relaxed eye contact! Posture is also important – don’t underestimate this in creating a fantastic first impression. Not only does it make your body and clothes look better; it also com- municates confidence, credibility, reliability, strength and control. Even if you don’t feel it, fake it – till you make it! ●
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