http://amazingserviceguy.com/2415/your-first-contact-sets-the-bar-for-customer-expectations/ Customer service training, books, courses and other resources Fri, 11 May 2012 17:35:25 +0000 hourly 1 http://wordpress.org/?v=3.3.2 http://amazingserviceguy.com/2415/your-first-contact-sets-the-bar-for-customer-expectations/#comment-215 Kevin Stirtz Wed, 30 Dec 2009 13:32:52 +0000 http://amazingserviceguy.com/?p=2415#comment-215 Shaun - you're so right. It's the old "love 'em and leave 'em" syndrome. Some companies invest huge amounts upfront to attract new customers but then they almost abandon them once they have their money! What amazes me is that this still happens. Shaun – you’re so right. It’s the old “love ‘em and leave ‘em” syndrome. Some companies invest huge amounts upfront to attract new customers but then they almost abandon them once they have their money! What amazes me is that this still happens.

]]> http://amazingserviceguy.com/2415/your-first-contact-sets-the-bar-for-customer-expectations/#comment-214 shaun sayers Wed, 30 Dec 2009 07:13:32 +0000 http://amazingserviceguy.com/?p=2415#comment-214 This is an incredibly important area. That initial "moment of truth". The opportunity to impress or lose can be incredibly fleeting. If your primary "first contact" is via web-marketing then it can be over in an instant. You never get a second chance to make a first impression, so they say. But there is a balance to be struck. I have encountered numerous sales-driven companies that invest A LOT of time and effort into that "first contact" - in fact all those stages that precede the customer putting pen to paper, and then the instant that happens, things get rapidly worse. I bought a sofa a couple of years ago and the people in the showroom could not have been any more "attentive" prior to the sale. Actually getting hold of the sofa, on the other hand, was a totally different matter. I also find the current commercials on TV from the banks difficult to take at face value. They care, don't you know? Anyone ever had a problem with their bank ...? This is an incredibly important area. That initial “moment of truth”. The opportunity to impress or lose can be incredibly fleeting. If your primary “first contact” is via web-marketing then it can be over in an instant. You never get a second chance to make a first impression, so they say. But there is a balance to be struck. I have encountered numerous sales-driven companies that invest A LOT of time and effort into that “first contact” – in fact all those stages that precede the customer putting pen to paper, and then the instant that happens, things get rapidly worse. I bought a sofa a couple of years ago and the people in the showroom could not have been any more “attentive” prior to the sale. Actually getting hold of the sofa, on the other hand, was a totally different matter. I also find the current commercials on TV from the banks difficult to take at face value. They care, don’t you know? Anyone ever had a problem with their bank …?

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