You only have one chance to make a good first impression

The importance of first impressions cannot be underestimated. They make the difference between a potential customer choosing your establishment or the competition, and set the tone for their service experience. For many managers, the assumption is that these impressions start when the guest arrives at the table or the order counter, when in fact the early evaluations began long before.

Guests gather information and form opinions from a variety of sources and savvy operators should consider how to create a consistent and appropriate image across these various platforms.  Websites, social media, phone answering, marketing communications, word-of-mouth and the exterior condition of the facility are all aspects of the business that affect customers. Ensuring that care is shown in the design and maintenance of these early points of contact will influence customers’ expectations and increase the likelihood of an enjoyable meal and service experience.

Courtesy of David Swanston, a Hospitality and Foodservice Consultant, Principal of Focused Industry Training Seminars and is an instructor at major Canadian university business schools. Since 1997 he has helped a wide variety of organizations develop and launch new concepts, turn around troubled operations, and improve sales, profits, controls and efficiency. To learn more about how he can help you improve your sales, profits and performance, contact him directly at 905.331.6115 or [email protected].