And just to be contradictory:
- When someone walks by your store are the front windows covered with posters and specials so they can’t see in, putting hesitation in their mind about committing to opening your door?
- Is there garbage outside your business, just blowing up against a fence, not yours but makes the area look grungy? (That’s us being polite)
- Are there foot tall weeds, growing in the cracks in the pavement?
- Are your windows clean?
- Does the outside of your store and awning need power-washing?
- When your customers walk in is the mat covered in gravel?
- Is your front counter too cluttered for someone to even put their purse or wallet down to get the money to pay you?
- Can customers see a full garbage can behind the cashier or counter?
- Are your public washroom spotless?
- Are you dressed like you look like you work there? You know what we mean...are you and your employees dressed appropriately (including shoes) for what you do?
Being served in a high end Italian restaurant by a young girl in Skate shoes definitely brought our impression down a few notches. We're not talking uniforms, it can just be everyone wearing a variation on a colour or T-shirt or apron, whatever’s applicable to your business.
- Do you answer the phone, while you are serving a customer, present right in front of you?
- (This one happens way too often) Do your staff stop what they are doing whilst working on the computer when a customer comes in or without looking up at them keep working and up say “I’ll be with you in a minute?”
- Are your employees happy to be there? Ask your customers…they know.
- If your store is dirty and unkempt it brings into question all of your products quality.
- If your store is smelly, it brings freshness into question. This includes harsh chemical cleaner smells. People are a lot more environmentally conscious than we give them credit for.
- Are the inside of your coolers clean and have no odour? It doesn’t matter that the product in there is fresh, if the impression is that it isn’t.
- Are you out of stock continually because of inadequate software or tracking systems? Now the customer is disappointed, you have wasted their time.
- Is your pricing visible, consistent and clear or updated online? (No leftover sale tags from last month, or longer)
- Is your website content outdated?
- Are you servicing the customer and making sure they leave with everything they need or just being a clerk?
- Is your sign on the front of your building visible and clear or is it old and faded?
- Do you do your research if you are talking to a new customer or supplier try to find common links?
Smile & relax
We have all heard the phrase “You don’t get a second chance to make a first impression”
What does their first impression tell your customer about your business?