We all inherently know the importance of a good first impression and how that can impact our relationship with someone, whether in life or business. But what is the scientific reasoning behind this? From the Swiss Institute of Communication, Management and Sales, Bruno Catellani refers to the pre-historic part of our brain as the ‘Gatekeeper’. The sole function of the ‘Gatekeeper’ is to decide whether the people you meet are a friend or a foe – it is incapable of thought or rationalisation and reacts purely on instinct by how it perceives a person’s approach.
Remember: First impressions last
Results of a survey conducted by Dimensional Research demonstrated the impact a good first impression can have on your business. These results showed that if a customer has a good first impression, 24% are likely to stay loyal to your company for up to two years. In addition to this, 87% of customers are likely to tell someone about a good experience, whereas at least 95% are likely to share a bad one.
‘Building the language of trust is the first step to successful customer service, which translates into building sales.’ – Peter Dansie
While this all may be true, it can be easier said than done to know exactly what steps we can take to guarantee we are making a good first impression. So let’s break down some simple ideas together.
Start with Positive Momentum
Creating and building an immediate positive momentum with a potential customer can help to grow your relationships into something valuable. So ensure you reflect your business and what they stand for from the outset. You represent those same values, and embodying your business and engaging authentically can suggest competence and reliability. Demonstrate the opportunity you and your business could provide for the target you are pitching to.
Make a Human Connection
It is true that rebuilding relationships from a bad first impression is possible, albeit incredibly difficult. But it’s important to remember that some first impressions might also be the only chance to win over clients from competitors. So show interest in the target market you are interacting with. Make it about them, and make sure they know what will they gain by investing in or working with you. Interact with openness, explaining things clearly as you go. Communicate with confidence, and do not forget the value in your non verbal communication and body language. Maintain eye contact throughout to show you are listening and attentive to a two-way dialogue about your business. And most importantly of all, focus on making a human connection rather than a superficial one.
If you would like further advice on building strong, valuable customer and client relationships, or for other input on your business, please don’t hesitate to contact me at tomhosking@actioncoach.co.uk .
