Common thought is that as much as 80% of initial impressions are formed by non-verbal communications. With this thought in mind, I am constantly amazed by how many sales personnel make their chances of success needlessly compromised. Poor grooming, soiled or ill-fitting clothing, less than fresh breath, facial hair and cheap cologne are but a few of the turnoffs that customers judge us by before we ever open our mouths.
During the next few days, pay close attention to what you see when you are the customer. Do you make initial judgments based upon the obvious? I would bet that you do. Why would your customers be any different? Highly successful service companies realize this and set firm standards. When was the last time that you saw a shaggy UPS driver? Disney’s personal appearance standards are legendary. They know that seemingly little things collectively produce big results.
Remember that customers don’t work for you – you work for them. Your personal preferences really don’t matter when you are on duty. Be driven by only by your customer’s wishes. Take a second look in the mirror every morning. The size of your paycheck is dependent upon it.
Tom Jennings
