Small Business Marketing and Networking

First Impressions

When making a first impression online, you do not have the opportunity for a handshake or to make eye contact, but you can still make a great impression. If you are calling a potential customer, be sure to introduce yourself and tell the person why you are calling. Do not be pushy and try to make a sale right away. In fact in some cases the first phone call may just be a chance for a potential client to get to know you and your business and vice versa. It is a good idea to have some idea what you are going to say before making the initial call. By being well spoken and self-assured, you will project the fact that you believe in what you do and that you are confident you can serve this potential customer.

Some businesses are set up to receive telephone inquiries from people interested in services or to receive customer questions and complaints. Again you will want to introduce yourself and your company briefly when responding to these calls. You will make a better impression if you are polite and personable than if you enter into a sales pitch immediately. Again it is important to be well spoken and confident when speaking. Always be polite and listen to what the person on the other end of the phone has to say. If someone has called to offer some constructive criticism about your business, listen carefully to his or her concerns. Repeat their concerns back to them so that they know you have really listened and really care. Offer some suggestions on how the situation can be remedied. By truly working to make a customer satisfied the first time they call, you will create a positive impression on that customer. Their dissatisfaction can easily turn to satisfaction with a positive impression.

With the widespread use of the Internet, your first impression on someone may very well be online. You could be communicating with someone using a live customer service chat program, or you may be talking to others on discussion boards and online groups. When using chat services, tell the person with whom you are speaking who you are. Let him or her know you are there to help and will spend as much time as needed to do so. Be attentive to the person with whom you are communicating. Answer any and all questions quickly and concisely. Avoid hurrying through the process and take the time to learn about your customers. They will appreciate the time you spend assisting them. You do not want to make a poor first impression by rushing along without really listening to their questions, complaints or other concerns.

In your line of business, you may communicate with other businesses or customers through discussion boards and online groups. When you first join a group, you should always offer a brief introduction to let everyone know who you are and why you’re there. Briefly tell people a little about yourself and provide some general information about your business. Do not spend your first visit to the group trying to make sales. This will not make a good impression. Let people know you are joining the group in order to share information and ideas. Become an active part of the community not only to make connections but also to truly share valuable information. Start offering useful information from day one and make it clear that you are not there merely to promote your business.

Learning to make good first impressions is crucial to the success of any business. First impressions are extremely important. If a first impression is a positive one, people are likely to remember you and your business and it may result in life-long partnerships and connections with new clients.