Blog-Off II Entry: First Impressions Make or Break

"It helps a ton when you learn people's names and don't butcher them when trying to pronounce them."  ~Jerry Yang.  Ok, I just can not help myself. I read the quote above, and it brought to mind an incident that occurred when I was a front office trainer at a ski resort some 15 or more years ago. I should not make fun of people, especially since I am not good at remembering names either. But, you will see, those in the service industry can learn from this story!

One busy, snowy holiday weekend, a new front desk employee, in training, was brought into the foreground to help. We had 210 hotel rooms worth of check-ins and a shortage of front desk associates because some were stranded on their way to work due to a snowstorm. We were operating at a deficit in help. The hotel lobby was filled with guests arriving and waiting to check into their rooms. In short, it was chaos.

We all knew the new front desk employee had not been completely trained and was not ready to assume full responsibility. But, we were at such a loss, we had no other choice than to use his help any which way we could. So, we gave him the task of answering the phone, which was at the front desk, ringing off the hook. By giving him the job of answering the phone, it relieved the experienced associates to tend to the task of check-ins.

As soon as the "green" front desk associate arrived at the switchboard, the phone rang. He picked up the phone very confidently and said what he was trained to say, in a friendly tone. "Good Evening. (Name of hotel). How may I assist you?" I thought "we are off to a good start." Suddenly, the second line rang! As he went to answer the second line, he said to the person still on the first line "HOLD ON DUDE, I HAVE ANOTHER CAT ON THE LINE!!!"

What? Where did we go wrong? That was not part of the script!

Moral of the Story:

• Be careful who you put on the front line of your business!
• First impressions make or break a business!
• Proper training is critical!
• Don't rush the process, it just is not worth it!

Comments

[Tim]

Sam,

Good point on shaking hands, being as I am a sales person, I have learned that a firm confident hand shake is necessary. As for the article, it was good I liked the fact you through the story in...However, I think I was looking for more. You had me intrigued with your story then I was like wait, that's it...lol.

Tim

[Kelly Ann]

Hi Sue,

That was a very important (and humorous) story. You have excellent points. I've seen this time and time again in various forms.

Kelly Ann

[Sam Diener]

Sue - very good point.

I like writing about the first impression. I always have great examples. Just last night two financial planners were at my gym trying to bustle up clients. Of course I introduced myself and offered my hand. One dead-fished it, the other overdid it. (the handshake I mean.)

Tell me how I am going to give you my money to invest when you can't even shake hands.

I wrote an article on this a while back, if you are interested....

BUT NOONE CAN CLICK THIS UNTIL THEY have COMMENTED ON THIS ARTICLE.....

http://www.samdiener.com/2009/08/networking-101-what-do-you-mean-it-only-lasted-ten-seconds/