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Customer Contact: The Moment of Truth

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.

  • 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
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