You have probably heard that you don’t get a second chance to create a first impression. There is no disputing the importance of the first impression your customers and prospects have about your business.
But have you ever thought about the lasting role of the last impression your customers have when they do business with you?
It’s that ‘last impression’ that dictates whether or not you’ll benefit from repeat and referral business. It’s the last impression you left with your customer that generates positive, or negative, word of mouth and online reviews.
All 5 ‘P’s in your marketing mix must be in alignment to ensure the sustainable success of your business; you need to have the right Product, in the right Place, at the right Price, with the right Promotion, delivered by the right People.
It’s that last ‘P’, your People, who create the last and lasting impression for your business with the customer experience they deliver.
Much of the success of your fourth P, Promotions, is dependent upon the attitude of your staff. The way customers are greeted and treated has a direct bearing on sales, referrals and repeat business.
All too often, the role of front-line staff and sales people is underestimated by businesses.