"It takes 'two' to Tango!"

Hello  

You’ve heard the old expression, considered trite by
some but nevertheless true:

You never get a second chance to make a first impression.

In fact…

Whilst it’s true – there is a slight variation, which makes
dealing with our customers just that little bit more certain,
just a little more likely to mean a longer-term relationship.

You see…

It’s because there really are two major occasions when we’re
likely to influence the way a customer thinks about us now
and in the future.

You’re surely able to drag from the recesses thoughts of suppliers
disliked, some even hated – and again those who’ve delighted
your senses on more than one ticking of the clock.

So what are…

These occasions, these moments of connection, these potentials
to get it ‘oh so right’ or ‘oh so wrong’?

Here they are:

The first is as the expression stated – the very first time we
encountered the customer. This might be face to face, by phone
even by the web. They’ll receive an impression of us.

And because of it decide to connect or not, listen or not, buy
or not!

And then – if a transaction does take place – then comes the
second opportunity for connection, influence and potential longevity
of this fledging relationship.

When is it?

It’s when they FIRST actually experience the product or service
they’ve ordered.

That’s when they’ll confirm or deny their first impressions.

So – how important is this? Extremely – agreed?

Perhaps it might be worthwhile having some thoughts, some
discussion with colleagues about this second opportunity -
don’t you think?

Go on then!

P.S. comments, thoughts, ideas, puzzles or laughter to: peter@tgimondays.com

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