So, how is your first impression? Do you look and act the part of someone who is professionally prepared? If you aren't sure, read on for your checklist for success, because if your customers aren't impressed from the first interaction, you have a long road ahead of you. (And, hey, it's long enough for most of us anyway, right?)

Recently I made a sales call on a firm at their corporate office. My appointment was with the CEO and he invited the VP of Sales to join us in the conversation. The VP showed up with a cap pulled down over his head, forgot to make eye contact and shake my hand, reached over the table for food, without offering anyone else their choice, and ultimately, failed to impress me with his lack of professionalism. It's no wonder that this company's sales are failing miserably and they can't close. If he wants to impress his customers, perhaps a business professionalism coaching appointment is necessary.

 

Many of us think that our manners are either up to par, or not important. Nothing could be further from the truth in business today. After all, why would a customer chose to conduct business with someone who is sloppy, rude, and unconcerned with others. Aren't we in the honeymoon period during our first contact with people? Consider this, your first impression only lasts a few seconds. If, during those first few seconds, someone blows the  business etiquette protocol, it's difficult, if not impossible, to get the respect and attention back.

 

In fact, research shows that after a poor first impression, it takes up to 20 times of positive interactions to make up for a bad beginning. 

 

If you feel that your first impressions aren't always stellar (and when you are honest with yourself, you know that), here are some hints and tips for making sure that your customers and others KNOW that you are a  professional they'll want to conduct business with over the long haul.

 

1. Think about what you are wearing, BEFORE you leave the house. If your office practices Casual Friday and you are off to see a client, he/she doesn't care about your comfort. Dress one level better than what you expect your clients to wear. For example, if it is Friday and your customers dress casually at their office, wear a blazer or dress in a monochromatic way to suggest that you have planned out your calls. Keep this in mind: if you have to apologize to the client for your dress--it's too casual and you made a mistake in your planning.

 

2. Smile, Shake, and Make Eye Contact. When you are meeting someone new, not only should you smile and shake, make sure you are looking the person right into their eyeballs. If I were to  analyze what percentage of people I meet who do NOT look me in the eye (and I'm looking  at THEM  right where I should be), it's about 75%. Most people glance and then look away. Or, they shake and their eyes are wandering around somewhere else in the room. After all, what's more important than the customer you are meeting at that moment?

 

3. Introduce yourself with your FIRST and LAST name. Many people today say, "Hi, I'm Harry." Well, what's your last name, Harry? Also, have you noticed these are the same guys who don't carry business cards with them? Or, if they do, it's their last one, stuffed into an old wallet, wrinkled and dirty from sitting next to their money and curved to the shape of their butt. Also, chances are, there is some penciled-in phone number on the back of their card and this is their last one. Hey, I'm not impressed! In fact, I'm a bit afraid to touch the proffered card!

 

So have a stack of clean, fresh, professional-looking business cards with you at all times. Even at the gym! Just the other day, I was working out and saw a woman I'd run into at the Philly airport a few weeks before. We started up a conversation and it turns out that she works for my client in Philadelphia. After asking what I do, she asked me to contact her for presentation skills coaching so she's primed for her next promotion. I had my cards, and was all set. Keep in mind the first impression was at the airport when I was appropriately attired in business clothing, and the second interaction was in my spandex and with sweaty arm pits! So the first impression trumped the second (thank goodness!)

 

4. Engage the customer right away. Ask a polite question that isn't boring (the weather), too personal (family) or potentially contentious (politics). When I am at a client's office for the first time, I often ask, "So, how is your day going?" It's a seemingly innocent question and what I'm doing is running a check to find out the client's mood. If she says, "Man, it's been rough." Perhaps  the problem can be solved by our services after a bit more investigation. Or, maybe she says, "Great." OK, if that's the case, she's probably going to be very present during the call and I can work with her mood to gain valuable information.

 

5. Make sure you have prepared for the meeting. Do a checklist before leaving the office, home, or hotel. If you have your pens, sales book, literature, samples, testimonials, etc., that's perfect. Also, did you check out the customers' website and files before attending the meeting? If you ran out of time, never apologize. Customers don't want to hear, "Well, Fred, I wanted to study your website but I just didn't have the time." What will Fred think? Already he'll be wondering how you can possibly have the time to spend with him after the deal is closed!

 

6. Lastly, consider who you are bringing with you to the call. If this is a first call and you need another company representative, make sure your client knows who you are bringing, what their role in the company is, and why you have invited this person to come along with you. Customers, like most of us, HATE surprises! Don't just show up with your entourage of one or more, without preparing your client in advance. Also, consider the colleagues' personality and what value he/she brings to the table. You'll need to run THAT checklist before you plan the appointment, too.

 

So, there you have my top hints for impressing your customers from the beginning in person. Stay tuned for first impressions over the phone (or, just purchase a copy of my best seller, "Selling to Anyone Over the Phone", if you can't wait! Available through all major booksellers and autographed copies at: www.salespeak.com)