3 Strikes You’re Out- You Just Lost My Business!

by | May 16, 2024 | Uncategorized | 0 comments

When delivering training to my clients and their staff in order to help them create unique, memorable and “magical” customer experiences, I always share the 7-10 Rule.   Each business has about seven seconds for their customers to form a good first impression, about the business, staff and experience. The reason first impressions matter is that customers remember them. In fact, customers are far more likely to form an opinion of your business or service based on their first impression, rather than any actions you take at a later date, making it essential that you get things right the first time.

If you can win over a customer with a great first impression you could earn their business for a year, two years or a lifetime. How much would that be worth to you in your business? Disappoint a customer with a poor first impression and you face a higher chance of losing their business.

I often tell my clients that first impressions are often all about the small things. Paying attention to the small things will prevent the big things from happening. Here are three small things that will lead to one big thing for your business– a lost customer. In fact, I call it “Three Strikes You’re Out Approach To Customer Experience!” If your customers are experiencing these impressions, I wouldn’t blame them if they just walked out or never return again.

STRIKE ONE – You’re being ignored:

You should be acknowledged by someone when you enter a business, restaurant or retail shop by either the host, a server, cashier, stock clerk, manager or even someone standing behind the desk or bar. You want to know that they know you are there and that you appreciate me. In a restaurant for example, even after being seated if you still feel neglected, it could be an indication of what’s to come.  You and your customers deserve better than that.

STRIKE TWO – A dirty restroom

I’ve said it before and I will say it again from the mountaintops. When you step into the restroom and are greeted with a wet floor, an overflowing trash can, or a lack of soap in the dispenser, listen to your inner lifeguard whistle. If a restaurant or store doesn’t make the effort to clean an area that customers see, what might other parts of the restaurant or store look like? In most businesses cleanliness is an afterthought. I find that most businesses pay very little attention to details, lack of real cleaning, and implementing a schedule for ongoing cleaning and refreshing. Once in the morning cleaning or just after closing is not enough.

             “Your smile is your logo. Your personality is your business card.                                                   How you leave others feeling after an interaction becomes your trademark.”

STRIKE THREE – Lack of “Thank you!’ or demonstrated appreciation for being a customer

First impressions are crucial for initial engagement, but impressions that occur during and after the sale, like last impressions, can often seal the deal and foster loyalty. Your business will benefit from nurturing ongoing relationships with your customers, and the last impression that your staff provides can play a large role in determining whether your customer returns or recommends your business to others.
Think about it. People like to do business with people they like. Are you and your staff more concerned about the sale, transaction, or purchase, than building a relationship with your customers? The last impression that you leave with your customer could be their last official memory of your business. That is like spending time with a good friend in person or on the phone and then they just walk away or hang up, without even saying goodbye! How would you feel about that conversation? Something was missing. It probably didn’t leave you with a good impression of your conversation or even with your friendship with that person. You’re wondering if that so-called friend of yours even cared that you met. Certainly not a good experience. Your customers feel the same way.
First impressions set the tone for what lies ahead; they set expectations. The last impression is what we’re left with; it’s probably what we’ll remember most about your staff, service or business. BUT… You won’t get one without the other. There won’t be a last impression if you don’t get the first impression right.
Take a good look at your business and monitor both first, during and last impressions that are taking place by the interaction or lack thereof between you, your staff and customers. Are your customers leaving with a smile or feeling good after they’ve done business with you? If they aren’t happy, you probably haven’t made a good impression. Don’t give your customers and your business the opportunity to “strike out”!  It certainly will not be a magical experience for the both of you.

Need help? Contact John today for a FREE Discovery Call to learn more about his customer experience training programs and presentations.

John Formica is America’s Customer Experience Coach, team culture expert, keynote speaker, and Top 10 Global Thought Leader and Influencer on Customer Loyalty. For information on customer experience programs, leadership training, team culture, business growth, how to find and hire great people and tailored training programs just for you or to book John, contact 704-965-4090 or visit our website at JohnFormica.com.