Have you ever walked into a store and no one greeted you or offered to help?
Have you ever walked into a store and sixteen people asked you if they could help?
Yes… and yes.
I don’t know why, but the last year or so I’ve been hyper-aware of how I’m treated at different businesses I go to.
Just the other week, I was really excited to stop in a new home goods store in Des Moines and when I walked in, no one said a thing. I could have been Gwyneth Paltrow or ready to drop thousands on new art. It was maybe five minutes later one of the five gals decided to look up from her screen and say that if I needed anything to let them know.
While I’m certainly aware that they could have been working on a huge project or didn’t hear me come in or were all just having crappy days, it left an impression. And I probably won’t go back.
Around the same time, I also decided to cancel my insurance I had through a guy who I hadn’t heard from in well over a year. I sent a reeeaaally nice email about how excited I was to be married and how grateful I was for his help, but I needed to cancel.
He wasn’t rude or impolite, but he also never thanked me for my business, never congratulated me on marriage and ultimately left me feeling like, ummm ok, bye?
It just bums me out, you guys. I could have considered his business in the future or sent referrals his way, but he was so lame about closing the account.
And then I see some people who are totally cognizant of the details. They’re sending notes, making people feel listened to, and being incredibly relational.
I choose to go to Horizon Line Coffee because when I walk in they say “Hey Emily! How are you?” They joke with me and I feel like they see me as a person.
I’ve missed the details many times. I’ve left terrible first impressions (and last impressions). I’ve forgotten essential things and dropped the ball more times than I can count.
Expecting people and businesses to act flawlessly at all times is crazy. But at the end of the day, we get to choose where we invest our time and resources and I love choosing the people, products, businesses, and places that make me feel connected, heard, and supported.
We have the choice every day in our personal and professional life to make people feel amazing.
How are you leaving a positive impression on the people you connect with every day?
I’ll follow up soon with some best practices I’ve learned in a future post. 😉