The first impression is vitally important. It positions us, establishes the tone of our relationship and earns trust.
But we’re human, and it’s unlikely that every first impression will be as useful as we’d 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 let’s us know that we made a lousy first impression, it’s time to lean in. You’re 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 we’re listening, and that the relationship is worth something to us.
What an opportunity to make things right. If your team isn’t empowered to escalate support at the first hint of a problem, you’re letting them down.