First Impressions is important in Customer Service

I worked under a Resident Manager who used to highlight this "You only get one chance to make a good first impression". This saying is also true in Customer Service. In the hospitality industry the Receptionist and Wait Staff are the frontline staff of the hotel which whom customers comes in contact first.

If the Front Line staff is professional, friendly and is able to handle a customer’s needs, then that customer will have a positive impression of the hotel. This experience can lead to repeat business and also as a great word of mouth advertising tool. On the other hand, if the Front Liners are unprofessional, uninformed and unable to fulfil a customer’s needs, then this will result in a negative impression. And then the customer will definitely voice out his/her grievances. Now with the help of the World Wide Web, this grievances can reach millions of people.

So the staff should be constantly briefed on the company and product knowledge as well customer service skills necessary to exceed customer expectations. How the staff is dressed is also important. If they are comfortable and look professional, they will project a positive image to the guest. I have noticed that most people feel that they are professional if they are dressed in a suit and tie, then if they are in a t shirt. Reason being in a T shirt they will feel more casual and therefore take things too lightly.