Page 23 - Delivering Authentic Customer Experiences

Principle 1 Delivering Authentic Customer Experiences

of working with them. First impressions are often lasting and
difficult to change.

You only get one chance to make a first impression.

It’s a well-worn statement but it contains a universal truth. An
impression is formed in seconds, often before any conversation
has taken place. It’s based on that initial observation of you or
some part of your service and can be coloured by unconscious
bias. It’s natural to check someone out to establish whether they
could be friend or foe. You’ll be using all your past experiences,
prejudices and learned behaviour to judge whether you like what
you see, hear, or even how you feel about them. Your customers
are doing the same thing too.

How do you personally present yourself to customers (internal
and external)? Is your attitude and behaviour consistent with your
values? Are you giving the right impression, or already falling short
of your potential and their expectations? And it doesn’t stop
there!

Whenever your customers come into contact with any aspect of
your service, you will be judged. This means everything and
anyone associated with you must support your image and values
to ensure that your brand is:
Consistent, compelling and congruent with who you are, what
you are offering, and how you want to do business.

Consider this…
• What’s important to you about your business?
• What 3 words would you like people to associate with your
business?
• What makes you and your company different?

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