Think Like a Customer: First Impressions Matter

In this week’s newsletter, I wrote about making great first impressions.

Here’s a fun exercise to make that happen:

With a little curiosity and some empathy, it's easy to put yourself in your customers' shoes. There’s also a technical side to delivering a great customer experience.

It starts with the first impression, and once you get that right, everything else has a much better chance of landing well with your customers.

What I suggest is stepping outside of your business.

Walk down the block. Drive. Take public transit. Approach your business the same way a customer would, and enter through the front door.

Going through the front door and imagining what that customer would feel, what they would see, and what they would touch is the best way to truly understand what they're experiencing.

I’m not talking about service training here. I’m talking about the mechanics, from a hundred feet outside your business to the first five feet inside.

How clean is your sidewalk? How clean is your front door? Is the carpet vacuumed?

Little things like this aren’t going to stop someone from visiting your business, but they do add up over time.

If you can remove those small points of friction, you’ll have a much better chance of wowing your customers.

Because ultimately, what we want is for them to remember how awesome you are. They’re not going to mention a really clean front door, but they will remember you.

Have an amazing week.

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