Importance Of First Impressions In Customer Service

Christmas is that time of the year when we all want is to make merry and enjoy the beautiful things life has to offer. As a family, we decided to take a drive to Olepolos country club. Like anyone else on the internet, I decided to go through the reviews to find out what am getting myself into. They had both positive and negative reviews but just decided to try it out since it had a beautiful scenery. We arrived at around 2pm and we found the place fully packed. We helped ourselves to a table after having to look for it tirelessly amongst the huge crowd of people. On taking our seats, it took around 30 minutes for a waiter to come up and take our order. They promptly brought us our drinks. We waited for over 2 hours just to get our food and the worst part was that the food wasn’t even properly cooked. The French fries looked like they had been dipped in hot water and put in oil for less than 5 minutes. Let me not even go to the meat, it was just on another level of bad. It seemed evident that they had been overwhelmed with the amount of people who had turned up. It was my first time there and I could swear I wouldn’t go back there for anything. I put out my complaint to the waiter and he neither apologized nor offered to take it back. We left shortly afterwards, fully disappointed and enraged by the level of poor customer service experienced there.

Am sure we weren’t the only one’s who walked out of there promising never to come back again. First impressions really matter, if it was my second time I would consider going back with the assumption they were having a bad day.

It was just the other day when my car’s fuel tank broke and needed some fixing. As I was driving towards my mechanic’s shop, I came across the motorzone auto repair shop and decided to try it. I don’t know exactly why I decided to go try it out but It was one of the best decisions I have ever made. As soon as I parked my car one of the mechanics approached me and asked how he could help me. I explained to him the problem and he told me how he would fix it, the price and when I could pick it up. With that level of customer service, I was utterly surprised on how favorable their prices were. I was to pick the car on the same evening and true to his word, the car was ready and washed. In my car, I got a note from the management that read, “Thank you for giving us the chance to work on your car. We appreciate your business and I hope you were satisfied with the service we provided. Please don’t hesitate to call us again.”

Amazing, isn’t it? It’s so rare to find such amazing customer service in Kenya. It was my first and I sure will continue getting my car serviced there. I didn’t forget to tell my friends about the experience and as curious as they’ve always been, they tried the place and got the same experience.

These two experiences have just shown how first impressions impact businesses. It’s just like meeting a person for the first time, if he/she impresses you, you consider being friends but if he/she doesn’t ,you will stop pursuing them. Therefore businesses should ensure that their customer service is top notch by maintaining good first impressions  so as to attract new customers.



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