Every employee is the “showcase” of the company.
Especially in the service industry, the service is the product. What else does the customer see from your company? You are an electrician and drive to the customer? He sees you, he evaluates your work and your appearance. For him you and your performance are the company. If something doesn’t fit here, it usually has consequences for the company and not for you. At least not a direct one, because if such situations accumulate too much, then it can put the company into an economic imbalance and in the end indirectly endanger your job.
And unfortunately the inner values do not count here, as in love.
The first impression decides and remains and/or it becomes difficult to revise this again.
The human brain needs just a fraction of a second to get an idea of its counterpart – positive or negative. Once this impression has been memorized, it is later an extremely difficult and lengthy process to revise it again.
For this reason, not only the characteristics described in my first post, such as communication, presentation and motivation, but also topics such as friendliness, positive appearance and clothing, are part of the sales process.
Suppose you are sitting at the reception of a company. Your face is the first thing a visitor sees of the company.
Unfortunately, I experience it far too often that you don’t really feel welcomed. I experience these situations both as a customer and as a seller. Does the person at the reception change her behaviour depending on who comes in? Probably not, because she can’t know it. What conclusions does the guest draw from such behaviour? Is this how all employees behave in the company?
As one of my personal negative experiences, I unfortunately think back to a doctor’s receptionist. Because of her repeatedly unfriendly and condescending nature, the doctor had lost me as a patient and thus as a customer. Since medical care and trust were in the foreground for me, I had tolerated her behaviour, good or bad, also for lack of an alternative.
But when a good friend recommended another doctor to me, this was the impetus for a change. Due to the unfriendly behavior of the receptionist, the doctor had lost me as a customer. Well, in retrospect I could have given the doctor an objective hint as to how much I disliked the unfriendliness in the anteroom, but how many customers acted similarly to me back then and were lost. So appreciate every customer who complains, because he gives you the chance to act. On this subject, however, I will write a further post at times.
The voice counts
On the phone this becomes still more fastidious. Here the conversation partner hears only the voice and one does not have the possibility to level out possibly errors in communication with a friendly smile. A support employee for example usually communicates with the customer “only” over the phone. This contact is perhaps the only personal contact the customer ever has with the company. This means that his behaviour and appearance is representative for the company and therefore has a significant influence on the next steps of the customer – if he remains customer, he recommends the company, etc.
Have you ever had contact with a support employee? In how many cases have you had the feeling that on the other side is sitting a rhetorically trained person who is proficient in professional communication? Unfortunately, I very rarely. As long as the problem of the customer is solved satisfactorily, the professional competence stands in the foreground, whereby also here of course an unfriendly, annoyed appearance leads to an unnecessary, negative aftertaste. At the latest, if there is no adequate solution, the communicative component becomes more and more important and can sometimes also cause wonders of healing.
Maybe you know the feeling? You had a concern it wasn’t really fulfilled, but you still remember the conversation very positively? You were simply treated friendly and courteously, even if you might have been a little emotional and stressful with the other person, but your concern was taken seriously and you were not just fobbed off in a gruff and disinterested way.
The employees distinguish the company.
How does it look like in a classic retail shop? Here the shop window is the first impression a customer has of the shop. For this reason the shop owners invest extra effort to make it special, to make it attractive and to stand out from the competition.
How about you? Would you personally place yourself in such a shop window, as in the picture above? Would you feel comfortable if you put yourself in the perspective of the viewer? Would you like the view? No? What would you do alternatively? What would you change about yourself so that you would like to take a look at it?
The managing director of a customer once told me that it is not a product that distinguishes a company, but the employees.
So be aware of your responsibility and act accordingly. As you have learned from the topic of this blog “Selling is for everyone”, this naturally also applies if you apparently have no direct personal contact with customers. Of course also these lines applies naturally again – friendliness and safe occurrence does not just help you vocationally, but also privately.
“Selling is for everyone”