This article was based on the interview with Adam Alfia of Real Time Feedback by Greg Kihlström for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:
The first interaction that a customer has with a business sets the tone for their entire experience. This is a key concept that is discussed in this episode featuring Adam Alfia from Real Time Feedback, who has experience in the automotive and hospitality industries. He emphasizes the importance of the first interaction and how it can make or break a customer’s perception of a brand.
Adam begins by highlighting the discrepancy between the amount of money businesses invest in creating a visually appealing and comfortable environment, versus the lack of attention given to the individuals who answer the phones. He points out that many businesses hire people with little to no personality to handle customer inquiries, which can be detrimental to the overall customer experience.
To illustrate his point, Adam suggests that business owners should call their own main number periodically to experience firsthand the customer interaction. He notes that it is common to encounter individuals who lack warmth, fail to address customers properly, and are unhelpful when transferring calls. This initial interaction can leave a negative impression on customers, regardless of how much money was invested in creating a visually appealing environment.
Adam emphasizes that the first interaction is crucial because it sets the tone for the entire customer experience. Whether a customer walks into a dealership or calls a business, the initial interaction can significantly impact their perception of the brand. If the interaction is poor, it can create a negative impression that may be difficult to overcome.
Adam provides examples from his own experience in the hospitality industry, specifically in restaurants. He highlights the importance of the host or hostess in coordinating the first few minutes of a customer’s dining experience. A warm and welcoming interaction can make customers feel valued and excited about their dining experience. On the other hand, a lackluster interaction can leave customers feeling unimportant and unenthusiastic.
The first interaction that a customer has with a business sets the tone for their entire experience. Businesses should prioritize hiring individuals with great personalities and excellent customer service skills to handle customer inquiries. Investing in training and empowering employees to provide a warm and welcoming experience can significantly impact customer satisfaction and loyalty. By prioritizing the first interaction, businesses can create a positive impression that sets the stage for a successful customer experience.
