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First Impressions Are Made Earlier Than You Think

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First impressions are extremely important.

So important that business guru Tom Peters recommends creating a new C-Level job for it – so in addition to your CEO and your CFO, you will have a CFIO (Chief First Impressions Officer). Of course, in smaller businesses and obviously in one-person businesses, a person can hold more than one C-Level job.

As CFIO, what could you do to create a better first impression?

In the past, you’ve probably mainly thought of what happens when people enter your store. And that is obviously critical to execute well. But, as CFIO, should think of EVERY step that could contribute to a customer’s first impression.

For instance, the customer’s initial contact with you could be via phone call. So ask yourself: Do you answer the phone in a friendly manner? Is your voicemail message useful and interesting?

And how about getting to your store: Are directions to your store clear and easy to follow? Is there signage that shows where to enter and where to exit?

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Then they arrive in your parking lot: Is your parking area landscaped beautifully? Could you have music playing in your parking lot? On rainy days, could staff members meet customers in the parking lot with an umbrella and walk them in?

Go through the process. Make a list of all the things that might happen BEFORE your customer even got to your store that would contribute to his or her first impression.

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This webinar, held on November 7, 2019, is the second in a series from PSC discussing how retailers can establish sustainable practices in their business. Moderated by PSC’s Andrea Czobor, the webinar unveils data behind the increasing consumer demand for sustainable products, what retailers have to gain from connecting with these purpose driven consumers, and a new PSC program that makes finding these products easier for retailers.

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Brainstorms

Why You Could Do with a Set of Wheels

Hit the road!

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VANS AND TRUCKS are common with groomers, but just about all pet businesses could do with wheels. Aunt Kerry’s Pet Stop in Wilmington, NC, added some recently with the purchase of a box truck that they converted to serve as a mobile outlet. “Stepping out of the box this year means hitting the road for AKPS,” said owner Kerry Bradley. “We can’t wait to pull up to festivals, events and fundraisers in our new ride.”

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Brainstorms

For the Holidays, Go Green

… like this Grinch!

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HE’S A MEAN one and has a heart two sizes too small. But The Green Spot in Omaha, NE, discovered kids can’t get enough of the Grinch when the store invited clients to bring their kids and pets for photos with the Dr. Seuss character on Small Business Saturday (Nov. 30 in 2019). “It wasn’t until we started doing the event that we realized how much people loved the Grinch,” says co-owner Jessica Ellis. The Grinch’s presence and special offers produced sales 25 percent higher than a typical Saturday, Ellis reports, while the store also received attention from local TV stations. Getting dressed up for a Christmas event? Go green.

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Brainstorms

‘Alliterate or Die!’

There is power in alliteration.

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Alliterate or die!” That was a poster a former colleague saw pasted to a newsroom wall while doing a shift at infamous British tabloid The Sun. Alliteration’s power to make words stick owes itself to the repetition of sounds. It’s something a lot of retailers know, hence “Wine Wednesdays,” “Free Cleaning Friday” or “Saturday Style.” Indeed, once you get started, it’s pretty hard to stop: Too Good to be True Tuesdays, Wet and Wild Wednesdays, Fried Food Fridays (for the staff, of course).

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