Tim Bursch

I know, first impressions count. But what about the second impression?

 
First impression: I was looking for a new dentist last week. My wife left a message. No response back. None. It happens, not great but not the worst.

Second impression: I called them back this week to schedule an appointment. The person who answered the phone put up some minor roadblocks about insurance. I asked some questions. She determined her business would probably be out of network but she didn’t check. No resources offered. Not helpful. Me? Not impressed.

I gave this business the benefit of the doubt on the first call. Maybe the message got lost. Maybe they’ve been busy. I don’t know, it could be cavity season.

When I called them again and gave them a 2nd chance to impress they still didn’t do it. I know it might not have worked out anyways because of insurance (actually it would have), but they gave me the impression that they don’t need my business.

When your business gets a chance to make impressions, how are you treating people? Do you go the extra step? Are you helpful or friendly? For me, it goes a long way and really doesn’t take much.

Photo Credit: alborzshawn