Imagine that you are tasting a new food for the first time. How long does it take for you to figure out how you feel about it? One or two bites may be all it takes for you to know whether you like it or want to push it away and move on to something else.
A similar thing happens when you meet a customer for the first time; in a mere moment you form an opinion about them and guess what…they’ve just formed an opinion about you too. They make assumptions about your company based on what they initially think of you. They decide if they think you are enough like them to understand what they want and are likeable enough for them to want to do business with or if they would rather move on to another business to see if it feels like a ‘better fit ‘ for them. In other words, your success depends on the first impression you make. The good news is that there are things that you can do to become a customer magnet.
Charm is the art of having an attractive persona. Some people are just born oozing charm; it just comes easily to them. While some people are naturally born with more charismatic talent than others, charm is a skill that can be acquired with practice. Here are the key skills you need to leave your customers feeling enchanted.
Dress right for your business type. Our world has definitely become more relaxed, but dressing to casually undermines your credibility. Wouldn’t you rather have customers thinking you look really pulled together than lazy and slovenly?
Make eye contact. Looking at someone directly in the eyes gives you a certain hold over them. It shows others that you are confidant and comfortable with yourself. It also tells the person you are talking to you find them interesting enough to gaze at them. Keep that eye contact the entire time you are speaking with your customer.
Smile with your eyes. It’s amazing! Scientists have discovered over 50 kinds of smiles. And the most authentic of all is kind that pushes up into your eyes. What makes this kind of smile so special is that the muscles around the eyes are involuntary and only activate in a genuine smile…not a courtesy smile. So if you want to charm someone, smile like you mean it!
When you greet someone give them a firm handshake. This is a polite way of showing someone you’re interested in talking to them. Give a firm handshake but not a bone-crusher. A wimpy handshake is frankly a little creepy, so just don’t go there. And how many times do you shake? Once is enough. Shake and release is always a safe rule.
Control the tone of your voice. Your voice should be gentle and peaceful yet direct. Be sure to articulate your words clearly and project your voice. Record your voice to see how it sounds. I know no one likes the sound of their voice on a recorder, but actors do it all the time. If they can stand it, so can you.
Watch your words and mind your manners. You’re grown up enough to have a job so use impressive phrasing. Don’t you find people who say ‘Hello’ more charming than those who say ‘Sup?’ And ‘please’ and ‘thank you’ never go out of style.
Be a good listener. Show your interest by asking your customers questions and really listening to what they are have to say. This will help them to open up and be more comfortable around you and you will understand exactly how to help them.
Remember people’s names. This is really hard for a lot of people but it’s completely worth the effort. It helps to repeat your customers name when you are introduced to them. Use their name during your conversation and again when saying goodbye.
Treat new contacts like treasured friends. This helps break down initial awkwardness and speeds up the time it takes for a customer to warm up to you. Kindness coupled with respect makes people feel safe and well cared for, a powerful customer tool indeed.