The first impression is vitally important. It positions us, establishes the tone of our relationship and earns trust.
But weโre human, and itโs unlikely that every first impression will be as useful as weโd like. Fortunately, people can speak up and let us know, particularly if we make it easy for them to do so.
When a customer or partner letโs us know that we made a lousy first impression, itโs time to lean in. Youโre not going to get a third chance to make a second impression.
If a customer service call goes wrong, or if a new employee is stumbling, this is the moment to escalate and get the second impression just right. It shows that we can recover, that weโre listening, and that the relationship is worth something to us.
What an opportunity to make things right. If your team isnโt empowered to escalate support at the first hint of a problem, youโre letting them down.
