You only have seconds for someone to evaluate you when you meet for the first time. The feeling that a person gets as a result of their initial reaction of another person from the body language, your mannerisms and eye contact can make or break a new relationship or new business. With every new experience, you are evaluated and another person’s impression of you is formed. These first impressions can be nearly impossible to reverse or undo, which often set the stage for the relationship going forward.
As a contractor in the pavement industry, there is a lot of competition and one way to stand out among your competitors is to have your employees better trained in customer communication skills, or first impression training.
All employees who have contact with customers should consider themselves as salespeople. Therefore, they should be trained to be skilled in the most effective techniques, including how to handle objections or adversity.
First Impressions are Important
All employees have heard the words “first impressions are important.” But how many really know what to do and are actively practicing the art of maximizing the customer’s first impression experience? Your staff may not be giving your customers the professional treatment that you know would be highly effective in growing your company.
Use these simple tips to jump start your first impression training for your staff and where you see fit.
Be on Time
Punctuality shows that you see others time as valuable as well as your own which can build reputability and reliability. Someone you are meeting for the first time will not be interested in your excuse for running late. Plan your trip accordingly and arriving early is much better than arriving late.
Communicate More Effectively
According to the Sandler Training, “the first 11 words that come out of your mouth contribute heavily to the first impression you make.” When uncovering the customers needs, be sure to actively listen to all the pain points the customer is discussing and take notes so you can remember for future reference and bidding. After the initial conversation, regularly communicate plans and bids to the decision maker to keep them informed for the next steps.
Non-Verbal Communication is Always at Work
Be cognizant of your body language, facial expressions, clothing and behavior. Non-verbal communication may, in some instances, speak louder than words. The way in which you present yourself before speaking will make customers more receptive to the things you are saying. Also, don’t forget a warm and confident smile.
Positive Attitude
People who have a positive attitude regularly set goals and achieve them. Developing a positive attitude may take more time for employees to learn as it can’t be something learned overnight. However, employees should understand that their actions and reactions towards others can determine the end result of an interaction. Someone who can focus on the good rather than the bad can lead to more positivity or a positive outlook on situations.
Take a Breath
Remain calm and relaxed during conversations. It is okay to take a pause between questions or topics to calm yourself. It can be nerve-wracking meeting and conversing with new people but by taking a breath, it can make you sound more confident and in control.
Embody your Company Brand
For pavement maintenance contractors, it’s never just a job. The industry is anchored by hard work, quality craftsmanship and consistency. Employees who understand their company’s mission are more likely to be motivated and convey the brand in a positive way, which can build trust and credibility with your customers.
Be Yourself
Practicing good body language, showing a positive attitude and incorporating your company message is all good, but it can also make you seem over-rehearsed or robotic. It is better to present yourself as real and not as fake, as impressions last long. Act naturally and show off the personality traits that make you who you are. Customers will appreciate your sincerity and integrity.
Follow Through
After the first interaction with a new customer has ended, be sure to follow through with the deliverables you promised. Create a proposal, investigate the pain points and how you can solve them. Whatever the case may be, be proactive in delivering on your word by email or phone call. This will also keep you and the company on the customer’s mind.
It is a competitive market, in more ways than one, that most contractors are facing. Making the correct and lasting first impression will go a long way to building a strong customer relationship. With a little extra planning, training and forethought, you can enhance the first impression that your employees make on new customers, and hopefully gain their confidence for repeat business or referrals.
Remember, your employees are an extension of your company. Employees crave the chance to better themselves with an opportunity to grow within the organization. Incorporating any of these tips will help your employees feel more confident, improve your brand image and can boost your bottom line heading into the next busy season.
