After just a few months of use, the handle of a new purse lost it's stitching and began to fall apart. I decided to seek a local shoe repair service in hopes they could stitch the handle for me and make the bag usable again.

The phone book revealed two local shoe repair businesses – and what a difference in my two experiences when I called each of them.

After the first ring of Shoe Repair #1, I got a recorded message informing me that "this call may be recorded for training purposes."  No hello – just this message.  Then the phone rang 8 more times before a harried, brisk voice answered. I shared what I needed and this put-out voice informed me he was "really backed up" and I could leave the purse and he would try to get to it "in a couple of weeks."  I wasn't asking for anything big – and the entire experience made me feel they had no interest or desire in my business at all.

When I called Shoe Repair #2, my call was answered on the second ring. A bright, energetic and friendly voice made me feel welcome immediately. Explaining my need, he replied, "Yes m'am, we sure do!  Shoes, purses, belts – we do anything that needs sewing. I take in about 10 to 15 purses a day."

Like the first shop, he indicated he was busy, but proud of it (vs. harried) and very much interested in my business. In fact, in just a few sentences, he'd even thrown in a sales pitch. "Shoes, purses, belts – anything that needs sewing!"

I stopped by later that day expecting to leave my purse, but found he sewed it on the spot and charged me $4.00.  I was out the door in about 15 minutes, and would have been out sooner if I wasn't having such a good time being a customer.  The experience exceeded my expectations and I had a hoot of a good time interacting with the owner and 2 others "hanging out" in the shop.  My parting words were I was heading home to rip apart a few purses so I could come back and visit again soon.

What does this have to do with consulting?  We are business owners too … and we need to keep in mind:

• We only get one chance to make a good first impression – and business is lost and gained by it.  How our phone is answered.  Voicemail messages – those our prospects or clients hear from us, and those we leave for others.  Our handshake when we meet someone in person for the first time.
• Business goes where it's wanted, and stays where it feels appreciated.  Two shoe repairs — one I'd never connect with again, and one I am seeking ways to give more business to.  All based solely on how I felt I was treated as a customer.
• Underpromise and overdeliver.  In the time it would have taken Repair #1 to write a ticket on my purse, Repair #2 had the job done. I was expecting to leave my purse and return another day – and instead I left in short time with my issue resolved.
• Dissatisfied people tell 20 others to avoid you, while satisfied people can act as referral sources. (But you have to ask for those referrals as they may not think to do so – but that's another blog topic.)

So think about your first impressions as a business – both in person, online and via the telephone.  What message are you giving to others?  One tool to consider is my Kindle book – The Million Dollar Handshake: How to Introduce Yourself to a Million Dollars Worth of Consulting Business.

To Your Success!

Have you "Liked" us on Facebook yet?  It's easy – click on the Facebook icon by the red arrow.