First Impressions

It is a truth universally acknowledged that if you are a Jane Austen fan you will be celebrating her 250th today!

Why do I write about Jane Austen in a customer service blog you ask? Well, it is also a truth universally acknowledged that her most famous book's original title was called 'First Impressions'. She later changed it to Pride and Prejudice (I think she liked a little alliteration in her titles!)

First impressions are crucial..... as Darcy and Elizabeth can testify too! People forget that they have their own brand as well as a brand they represent, and first impressions are a huge part of the brand association both relating to yourself as individual or the group, organisation or business you represent.

Seven attributes needed in the first seven seconds!

First impressions consist of the following seven areas and these are key elements I touch on when doing customer service training because a first impression is made in the first seven seconds of meeting someone so consider this when meeting someone or representing a brand:

• Adjust your attitude: (people don't care (if they don't know you) what is going on in your life. At that moment it is about you and that person and their needs or your needs. Focus in on the moment. Be present.

• Use their name: there is nothing better when people use your name. You feel they have listened and are making the interaction more personal. The amount of times I have raved about a five star experience in Dubai that I had, mainly on the basis all staff used my name throughout the dining experience.

• Smile: smiling is contagious you know! Smile and the whole world smiles with you. Something to consider this Christmas time. Even when writing emails and on the phone a smile lifts you and your tone and voice as it then will do the other person!

• Stand tall: this provides confidence to the other person in your and your products and you will feel confident too - outwardly (even if you don't inside)

• Make eye contact: I am not saying stare the other person out, but by giving eye contact every so often says, "you have my attention, I am focused on you" and we all know we like to be listened to and we like attention especially in the purchase process!

• Shake hands: I know for some this is odd but I still love it! Its a connection with another person and a trust handed over. I was at a meeting last week with a new client and the person shook my hand at the start and finish. Such a rare thing and it left me feeling that I could trust that person and their brand.

• Body language: so crucial. Crossed arms and constantly looking to your left and up - does not promote confidence in you or give the impression that you care.

On the last point, did you know that only 7% of customer interaction is made up of the words you use and the remaining 93% is about 38% tone and 55% body language?

So you can see why Darcy and Lizzie did not get off on the right foot due to their first impressions of each other. His body language and comments (pride) and her tone (prejudice) following his first statement / comment set them off on totally the wrong foot! Thankfully for those of you who have not read it, it all ends as it should!

Happy 250th Jane Austen. Where would some of us be without your sharp wit and writing!