This is a standard section in my Customer Service programs - and one that sparks a lot of conversation too! Check yourself on the following tips to see if you are making a good first impression.

Did you know that first impressions are gathered in 7 seconds - yet they take a lifetime to change? The funny thing about those seven seconds, we rarely have an opportunity to say anything significant to prove intelligence (or otherwise)! Yes, clothes make some difference, yet there is much more to it than that.

Here are a few tips on making a positive first impression - whether you are at work or not:

Answer the phone with a greeting before identifying yourself or company. Doing so starts the conversation on the right foot. By saying just your name as you pick up the telephone, it gives a very quick "cold" "disinterested" impression. This is not a good way to create rapport! Try something like, "Good Morning, Rhonda Scharf (Finniss) speaking."

Become more aware of your facial expression when someone approaches you. A smile works much better than a grimace! People often judge our mood on how we look when they approach us (or we approach them).

Read the signs - how does this person appear as they approach you? You have a very short time to get the words right -does the person look happy/annoyed/angry/frustrated/relieved?

Greet - Good Morning/Afternoon. If you know the person's name, use it - if not, find out. Smile and be friendly.

Tell the customer what is happening, and approximately how long you think the wait may take.

If you are going to be late arriving at a customer's location, always call and advise them (even if your are only 10 minutes late!)

These are just a few quick tips to focus on in the next little while. Keep smiling, and remember that first impressions always count!

You can contact Rhonda Scharf (Finniss) of ON THE RIGHT TRACK - Training & Consulting through e-mail or toll free at 1-877-213-8608. Rhonda is available for either training or keynote speeches at your next convention.