Everyone knows customers’ first impressions are important. You get one chance at making that initial statement—what do you want your business to say? In any business or industry, impression management can improve sales, facilitate new client acquisition and help with customer retention.
The Importance of In-Person Contact
Whatever type of business you’re in, the quality of the initial contact with prospects and clients affects the bottom line. When a potential client walks through the front door, he or she will form an instant impression. This impression is based on the sights, sounds or even the smells that greet them. Savvy business people understand that these sensory experiences must be as positive as possible, to enhance customers’ impressions of the company.
In Business, Appearance DOES Matter
Cognitively, we know not to judge a book by its cover. Subconsciously, however, the human brain draws conclusions based on what it senses. If the first thing clients notice is a front door covered in dirty fingerprints or the odor of musty air, their conclusions may be less than favorable. If the lobby is cluttered and the receptionist flustered, they may wonder if your business practices are equally unkempt. Is your office environment promoting what you do and how well you do it through effective signage, branding and décor that projects the image you want for your business? These are important but often overlooked considerations.
Three Steps to Improve Customers’ First Impressions
First, make sure your business is easy to find, with appropriate signage from the street to the parking area to the front door. Don’t make customers fight to get to you. Next, ensure that the lobby or entry area represents you and your company in a professional manner. Don’t worry if you aren’t ready to redecorate; just ensure that the magazines aren’t two years old, that the coffee isn’t burned and that decorations are appropriate. For example, don’t hang your insurance agent’s calendar at the front desk (unless he’s advertising your company in his lobby). Finally, make sure that your business looks (and smells) immaculate. Regular professional cleaning and janitorial service is a must for most companies to keep doors and windows sparkling, the waiting area free of dust and the floors spotless.
As important as these steps are for customer impression management, you and your staff may not have the time or equipment to keep up with the work it takes. Town & Country Office Cleaning provides professional office cleaning and janitorial services to fit the needs of all types of businesses, small and large. Let them help improve your new customers’ first impressions.