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Tuesday, 19 August 2014

You Lie & Your Breath Stinks

My friend (certainly a friend in my mind) Tony Robbins says: “Initially style is more important than substance. If you don’t have the right style, you won’t get to share any of your substance.”

First impressions play an important part in how customers feel about your organization. Think, about your own interactions as a customer. You have been a customer numerous times and as a customer, you have choices.

So, as a service provider, just remember that your customers have numerous choices. If they are not happy with the way you treat them, they can go elsewhere.  So, your treatment towards the customer does matter.

Think about your own interactions as a customer. You are likely to remember service that is either outstanding or awful. Mediocre service is simply forgotten.  The first impression is the introduction of the organization to the customer.

People do make judgments based on your initial appearance. If you take a deep look inside yourself, you probably judge people by their appearance too. We tend to assume many unwarranted things, just based on appearance alone.

Some of these being:

  1. General grooming
  2. Cleanliness
  3. Clothing
  4. Tone of voice
  5. Attitude
  6. Non-verbal language (e.g. posture, gestures, posture)
  7. Individual’s personal style
Self image and first impressions do matter, they matter a lot. The could make or break the relationship with a customer.

Rohit Bassi is the founder of In Learning and works with you so that you can outperform yourself. He works on the premise of “Feel the Fear & Do It Anyway®” and the "100 0 Principle". He has carried out work for organisations such as Oracle, EMC, Alshaya, Baskin Robbins, Mazda, Emirates NBD, Emaar and many more. Please feel free to contact him on or call on +971-(0)55-553-2275.