A Second Look at First Impressions

Mitch Schneider
January 13, 2020

For years conventional wisdom has suggested that you only have one opportunity to make a first impression. That makes sense. However, I’m not sure it’s true. Especially, when money is exchanged for service(s).

I define service as a helpful or beneficial act performed by one individual — or entity — for the benefit of another. As defined here, service is a noun. However, in order for an act to constitute a service, action must take place. That action transforms service into a verb — an action verb. And, that’s where the idea of first impressions gets a little fuzzy.

It’s where having a positive service experience may be exponentially more important than simply making a good first impression. This occurs when there is a problem on the service side of delivering that helpful or beneficial act, but careful attention is paid to the warm, fuzzy customer relations elements of the interaction. If and when that happens it is likely whoever is receiving that product or service will give you a second chance.

If, however, you do a masterful job of delivering that product service, but completely fail to engage, properly manage expectations, or deliver on your commitments, it’s very likely you will never see that client again.

This sounds more theoretical than practical, but I just experienced it in a very personal way this past Friday when a company I was dealing with managed to fail miserably in every aspect of our interaction in almost textbook fashion.

The implications as stated here are clear, especially with regard to business. But there are clear parallels that hold just as true for individuals and groups.

 

 

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