"You cannot take a first impression back to the kitchen and recook it, to meet the expectations of your guest. However, it will set the tone for the rest of their experience. That's because the process occurs subconsciously in a very natural way. Guest or customers would generally never complain about first impressions. Irreversibility is a really interesting aspect. The most important reason why you would want to train your front line staff in making good first impressions is because they are irreversible. A discipline which is often underestimated however, we are constantly, consciously and sub-consciously judged based upon non-verbals by anyone who can see us. These attributes all belong to non-verbal communication. Think about body language, appearance and tone of voice. To evoke the desired first impression your front line staff should master a set of techniques. The first impression is made up well before you speak to a person! When you appear on someone's "radar", that is when the first impression is made.Īs one of the peak moments during a guest journey is a guest's interaction with staff members, it is well worth to invest in making the best first impression possible. However, that moment is actually the introduction, not the first impression. People will associate the first impression as the moment that you speak to someone. Not what, but when is the first impression? This article will present you the what, when and how on first impressions.
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