Ernida, Very true. What makes a lasting impression?
Dr. Jean Norris
First impressions are always remembered. Clarifying further by stating that how the customer is left feeling in their experience with an organization is what will be remembered.
Creating a great first impression makes a long lasting impression
gamaliel, Great practices. What are other touch points you can enhance?
Dr. Jean Norris
I usually tell my students on the first day of class that it takes approx. ten seconds to create a first impression about someone. So, not only I try setting the tone for the first day of class but for the rest of the module by emphasizing my expectations, rules and ways I will attempt to contribute to their growth by being positive and embracing an “open door†approach to my customer service.
Lairlyn, That attitude is so important! What are some other touch points in your institution to help that student feel good about their experience?
Dr. Jean Norris
Each of us wanted to feel welcome. I think having a big smile on our face presents that we are happy , happy with our work and happy to serve & attend to our customers.
Ted, Very true. So what are basic steps that can be taken to stop this from happening?
Dr. Jean Norris
MARY, That is a great perspective! Owning your space is key to showing professional and positive customer service. Thank you for sharing!
Dr. Jean Norris
Rosa, Great idea! How do your students respond to this?
Dr. Jean Norris
In the case of my students, I must present my own version of the Front Door Impression, regardless of their initial experience upon arriving and subsequently enrolling in our institution. It is my responsible to make my students feel welcome and an integral part of my classroom. This may include discussion of expectations from me of my students as well as from my students of me. It is a two way street, they must feel important and valued beyond the tuition they pay.
Yes, we are often moved by our emotions and often times negative experiences are the first to be expressed in reviews and blogs.
you are so right the first person the client has will make or break your business
Front door impression is the 1st impression, which if damaging,is the one you can never bet back. As an instructor, my students are usually through the literal front door by the time they see me. However, I view my initial and subsequent meetings with my students as my own FRONT DOOR IMPRESSION. 1st day of instruction usually includes orientation to the curriculum, but also laughter, fun and promised direction for more.
The classroom is clean, the computer and projection unit work and are ready to go when needed. There are plenty of desks and chairs. Students appreciate that and often will share their appreciation with others.
Kathryn, A smiling and friendly demeanor is great! Can you further clarify what you mean by going into a facility empty-handed?
Dr. Jean Norris
Ted, Interesting point. Do you feel that a negative experience is more talked about than a positive one?
Dr. Jean Norris
Always greeting our external customers with a smile and a friendly face is important. Also we never go into a facility empty handed. We bring cookies or coffee of donuts or something to say they are important to us.
Hi Sarah,
I agree that genuineness and authenticity are hallmarks for establishing good relationships; and providing this for our student body is vital.
I see the concept of feeling welcomed is critical for student retention, success, and a meaningful learning experience.
Humbly,
Stacey
Exceptional customer service should the driving force each and every day. It only takes one moment of inattentiveness to cause a customer to comment negatively on an online review of the school.
Thank you for sharing, Edward. First impressions are so important!
Dr. Jean Norris
