Presented by Robert F. Schillberg, Jr., Esq.
Your Customers Do Make Decisions Based on Both Your Personal and Business Image
First Impressions Count…remember to:
- Present the Right Physical Image
- Neat, wrinkle-free clothes
- Exceptional personal hygiene
- Breath mints – NOT chewing gum
- Shine shoes
- DON’T flirt, wear inappropriate/revealing clothing – it undermines credibility, or may even open one to ridicule
- Body Language Speaks Volumes
- Posture – erect; shoulders back; chest out; stomach in
- Always speak clearly and with confidence, emotion and vitality
- Remember – SMILE!
- Maintain eye contact
- Firm handshake – but don’t cripple your companion
- DON’T “Buy-Back the Sale” by talking too much – listen to the other person
- Present the Right Emotional Image
- Promptness – if you’re not early, you’re late
- Be respectful of the other person’s time
- Always be respectful and courteous to all (you never know who’s watching – if you’d be ashamed for your mom to see or hear you, then don’t say or do it)
- DON’T cover-up or hide your mistakes – honesty is the best policy – not only morally right, but clients will respect you and your credibility is enhanced
Project a Positive Business Image…remember to:
- Keep the office, reception area and your desk neat and clean – it demonstrates logical thinking
- Customer service and consideration is your number one concern – have a courteous and knowledgeable staff
- Dress code for yourself and your staff – you must set the bar for neatness and courtesy – lead by example
- Use your reception area as a first opportunity to reach your customer – use your office literature to sell your business
- Surround yourself with books on your area of expertise or business – you ARE the expert, so SHOW IT!
- Return phone calls/emails promptly – you never know what new business is out there
- Proofread and maintain a high quality of your business writing
- ALWAYS do what you promise to do
Key Point to Consider In Your Own Office:
- Stop and listen/observe your staff’s interaction with clients or customers
- Consider engaging a “Secret Shopper” to report back to you on good/bad points of their visit
- Take a few extra minutes every day to look at yourself and evaluate your own personal image – “Would I do business with someone who presents the image that I see in the mirror?”
- Evaluate your own offices as soon as you walk in the door – “What do I like about this office?” and, perhaps more importantly, “What do I NOT like about this office?” – then do something about it!
- Ask your customers – “What do you like (or not like) about my office?” or “In what way can I improve my ability to best serve your needs?”