First impressions are not to be underestimated; they have the potential to shape our perceptions and greatly influence our experiences. In the realm of customer service, where interactions are often fleeting, first impressions become even more critical. For hospitality businesses, the initial phone call made by a potential customer to book a table can make or break the relationship before it even begins.
Unfortunately, some businesses fail to grasp the significance of this pivotal moment, resulting in missed opportunities and potential customers walking away. In this post, I am delving into the immense power of first impressions in customer service, particularly when it comes to phone etiquette. I am looking at the common mistakes businesses make, the consequences they face, and the essential strategies to ensure a positive and memorable initial encounter.
By mastering phone etiquette, hospitality businesses can transform these crucial moments into catalysts for growth, customer loyalty, and ultimately, long-term success.
Let me start with telling you a little story, which I will entitle A Missed Opportunity. Recently, I had an experience that highlighted the significance of first impressions. I called a restaurant I hadn't visited before to book a table. What unfolded during the call left me with no desire to try again. The phone line was initially busy, and when someone finally answered, their tone was rushed and impatient. There was no greeting, and when I requested a table, the response was curt and dismissive. The limited availability offered didn't align with my preferred time, and the call ended abruptly. Needless to say, I won't be attempting to book again.
To the best of my memory, the conversation went something like this:
Phone finally picked up ‘Yeah?’
- ‘Hi, I’d like to book a table Friday evening’
- ‘What time?’
- ‘About 8.30pm’
- ‘We’re full at that time’
- ‘Do you offer an earlier or later service?’
- ‘The kitchen closes at 10.30pm so it’d have to be pre-theatre’
- ‘And what time would that be?’
- ‘About 6 /… 6.30?’
- ‘Oh, that’s just too early I’m afraid.’
- ‘Sorry’ and hanged up.
This encounter exemplifies the potential consequences of a negative first impression. Some staff members
may lack proper training in phone handling, resulting in poor communication and missed opportunities to convert potential customers. Treating a potential customer rudely can lead to the loss of their business and damage to the restaurant's reputation.
There are three key factors coming into play, to ensure a positive first impression in customer service:
1. Recruiting the Right Staff
Recruiting individuals with the right attitude and customer-oriented mindset is crucial. Look for people persons who genuinely care about providing excellent service. Positive and friendly staff members can create an immediate sense of warmth and build rapport with customers.
2. Regular Training and Development
Customer service should be a significant focus of your training efforts. Regularly invest in training your teams on phone etiquette, active listening, and effective communication. Equip them with the skills and knowledge necessary to handle various customer interactions with confidence and professionalism.
3. Setting the Example and Investing in Teams
As a business owner or manager, it's vital to lead by example. Be a role model for your teams in demonstrating exceptional customer service. Additionally, invest in your employees' growth and development. Provide opportunities for them to enhance their skills, attend workshops or courses, and foster a culture of continuous improvement.
The power of first impressions can’t be understated in the realm of customer service, particularly during phone interactions. Businesses that prioritise effective phone etiquette increase their chances of creating positive experiences for potential customers.
By recruiting the right staff, providing regular training and development, and setting an example of excellent customer service, you can leave a lasting positive impression from the very first point of contact.
As a customer experience expert in the hospitality industry, I am here to help you train your team, refine phone handling skills, and elevate your overall customer journey.
Let's make every interaction count and ensure that your business stands out for all the right reasons.
