First-impressions and the idea of the “Halo Effect” apply to a long-list of relationships in the modern business world.

When a potential employee walks through your front door, you get a “feeling” about them, and vice versa. Within a very quick time-frame, you ultimately determine whether or not they are a good fit or their personality meshes with theirs. The first time you pitch a potential product or service to a client, they get a “feeling” about what your brand represents. When a customer walks into a retail location, they get an impression about the quality of their chosen business. When you assemble a team to complete a task, the first person to take charge and assign responsibilities creates a tone for how it will go. The list goes on and on…

All of the above being said, there is one example I always share regarding first-impressions and their implications. I had a colleague who was working as a college professor for many years at a fairly large institution. He was having an incredibly rough year and in the middle of going through a messy divorce.

One day while working in his office, a parent who was visiting campus to take their freshman daughter to move into the dorms had reversed into his car and broken his tail light. When he came outside, he noticed a note on his windshield. The note read, “I’m sorry. I reversed into your truck and just messed up. Here is my phone number.”

Some might say that he had every reason in the world to become angry. He could have gotten frustrated and taken out all of his stress on this person. He could have yelled and screamed and made them feel terrible. But… he didn’t. Why? Because he understood the weight of his role as a representative of the University. Every interaction he has with someone on campus matters. His actions, words, and behavior are a reflection of the institution for which he works. The impression people get about him has a direct impact on the success of the University.

What if the parent were to come outside and be met with anger and frustration as opposed to empathy? The very first time they visit a college campus they’ve invested significant time, money, energy, and effort into and experience a problem, they are met with anger? They will ask themselves… “Are all professors like this?” That will be their first-impression. They will think the University is full of professors who don’t care about mistakes and don’t accept anything less than perfection.

He did the exact opposite. When the parent came outside he was understanding and made it a point to assure them everything was fine. A broken tail light isn’t a major issue. In fact, he even made the offer to help the student get adjusted and come up with a study plan the next week. What do you think that parent walked away thinking? Their first-impression was that the professors at their child’s University are caring and emphatic. That if their child makes a mistake, they won’t be met with swift justice. This is the power of a first-impression. There were two different routes that could have been taken, both with very different outcomes.

While you may not be a college professor or encounter situations like this  very often, first-impressions matter in every aspect of your business. Every move you make is being watched. Your behavior, actions, and words all matter. When you engage in behavior that doesn’t necessarily reflect the best on you, it doesn’t reflect well on the organization. Therefore, making a concerted effort to make a positive impression at each and every point of contact with a client is critical.

If you are looking for ways to help manage your reputation, make a great first impression, and operate in an increasingly competitive business world, I am here to help. Visit the following link to connect with our team today!