Building Customer Relationships One Moment at a Time

Category archive: First Impressions

Tastes Like NOTHING

This weekend I attended the first ever Podcamp Cleveland. It was an incredible day – more about what I learned in future posts – and several sponsors provided beverages and food to make the day completely FREE to those in attendance.  Amazing.  The committee that planned this event did a terrific job. One of the sponsors [...]

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Make or Break Moments on Paper

I had the opportunity to spend the evening with three other women for the purpose of selecting a winner of a $1,000 college scholarship. Jo-Ann McFearin, a highly celebrated and successful Howard Hanna real estate genius, is a customer of mine.  When she called asking me to be part of the selection committee, I jumped [...]

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View Your Business through Customer Eyes

Many years ago while attending a manager training for Pearle Vision our teacher, Dorthea, told a story that has stuck vividly with me ever since. A store manager told of the day when no one would come into her store. Her Pearle Vision location was a free standing store and the employees parked their car in [...]

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Create a Visual for Your Customers

I was visiting Custom Auto  Body in North Canton last week for a meeting with Lance Runion, VP and General Manager.  We are working on a project together and it was the first time I’d visited his shop.  Expecting a typical auto repair store with worn carpet, car and truck magazines and ugly metal chairs [...]

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What First Impression Do We Make?

In the recent edition of Cosmo there is an article that talks about the Six Things Guys Notice in the First Six Seconds. There are a few obvious answers: smile, hair and cleavage but also a couple surprises: makeup, skin and your purse. The article reports that guys make certain assumptions about you by what they notice [...]

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Carpet Cleaning Challenge

I have company coming for Thanksgiving and as I make a list of all that needs to be done before they arrive, I realize the carpets need to be cleaned. The cleaner I used to use is no longer in business so it was back to the Yellow Pages to make a few calls. I [...]

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Building Relationships through Networking

Do you still view networking/after hours events as a race to see how many business cards you can gather?  I just recently went to such an event where the host gave a gift to the person who’d obtained the most cards.  How can you build relationships when all you really want is the card.  And [...]

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Customer Service: Carved in Stone

You’ve seen them, haven’t you?  The signs that shout out all of the rules before you even say hello? Once you enter, you might find more signs: No refunds No credit cards No personal checks No substitutions or exchanges No, No NO! You wonder if they will say no to cash. Signs like that set [...]

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Do You Match Your Message

I was just attended a fair at which a number of people sat at a series of long tables advertising workshops and classes they were going to be teaching this week.  There were classes on philosophy,scrap-booking, yoga and sailing.  They ran the gambit of education to entertainment; crafting to communication. My Mom and I walked [...]

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Customer Friendly? Timing is Everything

Have you shopped Wal-Mart?  When you check out, the credit card machine asks one of a series of random questions.  “Was the store clean today?”  “Was your cashier friendly?” I’ve shopped there enough to be aware of the question.  I am assuming the answer ties to the person at the register and with today’s automation, [...]

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