“You don’t have a second chance to make a first impression” goes a popular saying. It emphasizes the importance of the first impression. One must always put his best foot forward. But sometimes you put your best forward and then slip…
Will that be acceptable? Of course it is not. An impression is an impression and even what you may consider as being your best may be not so good.
Wh...
Will that be acceptable? Of course it is not. An impression is an impression and even what you may consider as being your best may be not so good.
Wh...
at do you do when your first impression goes bad? Sulk? Put up a “i-couldn’t- care-less” attitude? Blame everyone and everything else? Or come back with a second impression that condemns the first to the dust bin of memory?
During the momentous swearing in ceremony of President Obama in 2009, nearly all hotel rooms in Washington were booked by tourists and government functionaries, both local and international. A couple had booked for a hotel room long before the mad rush for rooms in the city. It was just coincidental that their scheduled visit now clashed with such an important event.
When they arrived at the hotel, they were carelessly informed at the reception that their earlier confirmed room could not be given to them. They were furious. “We have paid, and confirmed this booking over a month ago, what could possibly be the problem”
Obviously, “important” guests have taken over the place. This information just added to the anger and frustration of the couple. How on earth were they supposed to get another room given the peculiarity of that day? They insisted on seeing the management. This was the first impression. It was a really bad impression and they were going to let whoever get a piece of their minds.
The manager took it upon himself to secure a room in a not-so popular hotel for the couple and arranged for them to be chauffeur-driven throughout their stay at his hotel’s expense. That was a pleasant surprise; a much better bargain than staying at the hotel of their first choice.
But the best experience came in the evening when the couple received a call from the manager politely inviting them to the spectacular Neighbourhood Inauguration Ball (where the new President and his wife were going to make their first showing)if they didn’t mind. Now tell me, who in the world would mind that opportunity?
The couple became a part of history because one hotel’s best foot forward slipped. Now seriously, which impression do you think will last longer - the failed room booking or the excellent service recovery that followed? They will certainly pray for a failed booking the next time they visit Washington!
When customers get upset because of the challenges of the migration project experienced last week, we must respond with a superlative service delivery that erases that memory and give them even better reasons to remain on our platform and invite others to experience our warmth and professionalism.
It is true. There is no second chance to make a first impression. But it is also true that every chance is a great opportunity to make a better impression than the last one.
It matters what impressions you first create but much more important is the eventual image you leave.
During the momentous swearing in ceremony of President Obama in 2009, nearly all hotel rooms in Washington were booked by tourists and government functionaries, both local and international. A couple had booked for a hotel room long before the mad rush for rooms in the city. It was just coincidental that their scheduled visit now clashed with such an important event.
When they arrived at the hotel, they were carelessly informed at the reception that their earlier confirmed room could not be given to them. They were furious. “We have paid, and confirmed this booking over a month ago, what could possibly be the problem”
Obviously, “important” guests have taken over the place. This information just added to the anger and frustration of the couple. How on earth were they supposed to get another room given the peculiarity of that day? They insisted on seeing the management. This was the first impression. It was a really bad impression and they were going to let whoever get a piece of their minds.
The manager took it upon himself to secure a room in a not-so popular hotel for the couple and arranged for them to be chauffeur-driven throughout their stay at his hotel’s expense. That was a pleasant surprise; a much better bargain than staying at the hotel of their first choice.
But the best experience came in the evening when the couple received a call from the manager politely inviting them to the spectacular Neighbourhood Inauguration Ball (where the new President and his wife were going to make their first showing)if they didn’t mind. Now tell me, who in the world would mind that opportunity?
The couple became a part of history because one hotel’s best foot forward slipped. Now seriously, which impression do you think will last longer - the failed room booking or the excellent service recovery that followed? They will certainly pray for a failed booking the next time they visit Washington!
When customers get upset because of the challenges of the migration project experienced last week, we must respond with a superlative service delivery that erases that memory and give them even better reasons to remain on our platform and invite others to experience our warmth and professionalism.
It is true. There is no second chance to make a first impression. But it is also true that every chance is a great opportunity to make a better impression than the last one.
It matters what impressions you first create but much more important is the eventual image you leave.
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