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Bridges and Walls

Guest post by: Jim Stovall

Article Overview: Each time we interact with another person, we are given the opportunity to build a bridge or a wall. There are no neutral meetings among people. Each contact either builds up or tears down the relationship. Recently, I had the opportunity to have breakfast and lunch in the same hotel dining room on the same day. During breakfast, it was a bit crowded and the food was somewhat slow in coming; however, the waitress was polite, pleasant, and professional. She inquired about me and the purpose of my trip. She seemed to genuinely care. I was left with a very positive impression of what otherwise could have been a mediocre to poor experience.

Bridges and Walls

Each time we interact with another person, we are given the opportunity to build a bridge or a wall. There are no neutral meetings among people. Each contact either builds up or tears down the relationship.

Recently, I had the opportunity to have breakfast and lunch in the same hotel dining room on the same day. During breakfast, it was a bit crowded and the food was somewhat slow in coming; however, the waitress was polite, pleasant, and professional. She inquired about me and the purpose of my trip. She seemed to genuinely care. I was left with a very positive impression of what otherwise could have been a mediocre to poor experience.

At noon that day, I returned for lunch. The dining room was nearly empty, and the food was prompt in arriving and fairly good; however, the waitress was not attentive and made me feel as though I was an intrusion in her otherwise important day. I was left with a negative impression even though all of the factors surrounding the meal were better than they were in the morning with the exception of my communication with the waitress.

There are millions of dollars spent each day to advertise and lure customers to businesses. Great thought, effort, and preparation go into the details of the shopping or buying experience. Sometimes, I think we forget that the customer will be left with a good or bad impression based on the human experience.

We need to view every interaction as a human bank account. Each time we are in contact with someone else, it is either a deposit or withdrawal into their account. As you go about your day, try to be conscious of the fact that the strongest impression that will be left about you or your business is probably your attitude and the way you communicated to others.

You have heard it said that we never get a second chance to make a good first impression. While this is true, the reality goes much deeper. We never get another chance to redo any impression. They all count.

Today's the day!

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Article Tags: customer service, expectations, Jim Stovall



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