Impressions Matter. Make Sure Yours is Memorable | TravelResearchOnline


Impressions Matter. Make Sure Yours is Memorable

Last week, I was reminiscing about my time tending bar more years ago than I care to remember, but a friend of mine was the most amazing bartender, a great mentor, and just the type of person you want to be around. It did not matter if you were a co-worker, customer, or a stranger, you wanted to be near Pat. He made a great first impression and continues to do it today as a co-owner of a major sports franchise and prolific speaker. So, how does this relate to travel?

Simply put, you need to be Pat. Today, more than ever, you need to make your business and your personality so infectious that people will want to be near you. And when you think about it, it is not that difficult. Here are six starting points!

  1. Smile on the phone. While they can’t see you, they can hear your smile. Need proof, try calling the post office sometime.
  2. When someone says “how are you?” in a business setting, the only answer is “I am great!”
  3. If you are meeting with a customer face-to-face, don’t schlep up to them. Stride up with a purpose and offer a genuine smile. Two years ago, I’d also suggest a firm handshake, but today a fist bump or elbow tap may do the trick.
  4. Are they in your office or at a coffee shop? Stand up to greet them rather than sit.
  5. Did they deposit a trip? Of course, you will thank them but take it a step further. If you are face-to-face, stand up as they leave, walk them to the door or to their car if you are in a coffee shop. Wave goodbye as they leave. Let that be their last memory of your interaction.
  6. Don’t let the details slide. Are you reaching out to your clients at all the appropriate  “touchpoints” during a transaction? Never let an opportunity to wow your clients pass you by. Send a thank-you note (an email might even do), make sure you are handholding and reminding them of deadlines. Touch base periodically to help build excitement. It may be mundane for you, but for them, it may be the trip of a lifetime. Do not fall into complacency. Make the impression!

There is never a better time than the present to make that lasting impression on your next lifelong client—now go get ’em!

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