The First 30 Seconds.

It only takes 30 seconds to form an opinion on someone or something. Although you may say nothing, your sub-conscious will be working for you and sending you a message. This is only human, your customer is thinking the same way.
You need to impress in 30 seconds to get the business. This is the 30 second interview and will set up how you deal with this customer throughout your business relationship.

Say Hello, Good Morning, - do not ignore and don’t chat on a personal call thinking the customer will wait. They don’t always wait and may not return.

Be neat and tidy, dress according to your business and if you have a uniform wear it proudly it represents your business and YOU.

Answer phone calls promptly and politely. Speak clearly into the phone. If you can’t give the caller 100% than leave the call go to message bank and call back. If you need to place on hold ask first.

If you have a junior, trainee or partner with you introduce them immediately. If your business is in services and you are visiting the customers home, ask them if they mind if the person with you joins you as you walk through the home.

If you have a business card, have it ready to give the person on introduction.

The best way to make an impression is to practice. You need to answer a few questions in your first 30 seconds. 1) Who are you?, 2) What do you do?, 3) Why do I need to know you? 4) What will make me remember you?

In my industry I’ve often spoken to the person on the phone and set up an appointment. On the phone I’d have answered with the business name, followed by my name. I’d have listened to the request and booked an appointment.

At the appointment I’d introduce myself.
Hi I’m Angie Emde from cleaning Services (While handing my business card).
Shall we take a look through your home so I can give you a tailored cleaning quote.
I should point out that all our staff are fully trained, insured and security screened. (point to folder). As you can see we wear uniform. We also bring all our own equipment and chemicals with clean clothes and mops in each job, however if you have a preferred chemical just let me know…..

At the end of your meeting make a point of letting the customer know when you’ll follow up.