You also may want to consider shaking the person's hand or moving from behind the counter to greet the customer. This is your chance to leave a lasting impression. When we communicate in person, 55 percent of the impact is made with body language, 38 percent with tone and seven percent with words.
Make first impressions a priority
The challenge in the rental world is that you often hire people with a technical and operational background. They are hard workers and strong contributors to your company. However, some lack the customer service and sales skills needed to deliver that positive and memorable first impression.
Here are some simple techniques to ensure a memorable and consistent impression throughout the organization:
In addition, you should talk to some of your regular customers and ask them for feedback. They may recognize areas of improvement you do not see. They'll appreciate being acknowledged as an important contributor to your business.
Your first impression may seem simple enough, but it does make a difference. It is a great way to stand out from the competition and get a relationship started on the right track. Don't leave the first impression to chance - set your team up for success.
Barry Himmel is a senior vice president for Signature Worldwide, a Dublin, Ohio-based sales and marketing consulting company offering customer service training, marketing and mystery shopping services for the equipment rental industry. For more information, call (800) 398-0518 or visit www.signatureworldwide.com/pr.