By
Barbara Wold, Retail & Consumer Tips, 6/13/2006
Mission: Create a powerfully positive first impression.
Goal: Manage each moment of every contact.
Don't gamble with the 7/11 rule!
In only seven seconds, a customer forms 11 impressions about you and your organization.
Clean
- Attractive
- Creditable
- Knowledgeable
- Responsive
- Friendly
- Helpful
- Emphatic
- Courteous
- Confident
- Professional
.... and then they make one of 3 decisions:
- Like you
- Indifferent
- Dislike you
Now, go back to the 11 impressions, rate yourself through your customer's eyes. Rate yourself and your business from 1 - 5 (1 = least, 5 = best) on each impression...
55 is fantabulous
45 - 54 is exceptional
35 - 44 is losing customers
0 - 34 is get help now!
Copyright 2005. Reprinted with permission from Barbara Wold's Retail & Consumer Tips, bwold@ix.netcom.com About Barbara Wold
Barbara Wold is a street-smart, down-to-earth business speaker, presenting topics from sales and marketing to customer service and tourism. She is an international speaker who has "WOWED" over 400,000 people from all 50 of the United States, Puerto Rico, Guam, Canada, Colombia, Brazil, Venezuela, Singapore, Hong Kong, Philippines, Japan, Indonesia, China, Malaysia, India and the United Arab Emirates.
