Green Peg Blog » Blog Archive » Multiple First Impressions

Multiple First Impressions

A major component of great customer service is the initial first impression that a business makes with its customers. But, wait! Often there are actually several unrecognized opportunities for businesses to make a great first impression, and then another, and then another with the same customer!

Cayo Espanto from helicopter

Recently, my better half and I spent a week on tiny Cayo Espanto. Each of the below encounters were first impressions for that respective segment of the vacation and each represented a “moment of truth” for the service encounter:

The Airport Greeter –Welcomed and helped us at the Belize airport
The Helicopter Pilot – Asked us how we wanted to get to the island (sightseeing, direct, etc.)
The Island Management – Welcomed us with a cold drink and a washcloth the moment the helicopter touched down on the island
The Houseman – Welcomed us to the bungalow and oriented us on all available services
The Dive Master – Determined our interests and then customized our snorkeling adventure on the barrier reef
The Chef – Presented, explained and customized the dinner menu each evening
The Massage Therapist – Offered to setup the table in any location (on the deck, etc.)

All of the above services, whether they were employees or contractors, were managed directly by Cayo Espanto. It was no accident that they all “aligned”. It doesn’t matter whether your business is related to leisure, health care, financial, IT, insurance, transportation or whatever. Service can be broken down into components that each have opportunities to make a great impression. If you can identify these opportunities and knock them out of the park, your customers may want to do what I just did - tell everyone about the extraordinary service they just received.

Please see the Reverse Engineering Extraordinary Service that shows you how to reverse engineer this outstanding customer service.

This entry was posted on Monday, May 5th, 2008 at 5:47 pm and is filed under Great Service, Service in the News, Service Tips, Service Extras, Service Best Practices, Outsourcing Service, Accountability in Service. You can follow any responses to this entry through the RSS 2.0 feed. Both comments and pings are currently closed.

Comments are closed.

Multiple First Impressions

Jim Schmidt

Jim Schmidt

Blog Archive

Categories

Pages

Meta

Blogroll

Share Customer Service Experiences!

Subscribe to Posts

Recent Posts

Recent Comments