The Power of a Customer’s First Impression

To lock down a customer for life, be sure you are outwardly presenting the best version of yourself

The Power of a Customer’s First Impression

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Something I've learned during my time in the drain cleaning business is that first impressions are lasting impressions. If you want a particular type of customer, you have to look the part.

Often people do not take pride in the way they present themselves. The way you look is what you're worth to the customer. Simple things are important, like keeping your shirt and pants clean or your boots laced up. Or routinely washing your service vehicle. Or if you have a hat with your logo on it, making sure that it's a clean hat and not dirty. All of these things play a part in securing the customer’s business. Like I said up top, first impressions are lasting impressions. If you want the customer, you have to make sure the customer buys you and that starts with how you look and how you present yourself when you show up at their home.

Little things are actually big things in business. Overlooking the little things can put you out of business. But if you focus on something like changing your appearance, you can change your bank account. Change can be a hard thing to do, but if you don't change, all you'll have is change in your bank account.

Michael Williams is a high-energy, highly motivated drain cleaner and businessman. He is the owner of Just Drains LLC in Philadelphia, providing drain cleaning and plumbing services in the tri-state area. Williams welcomes calls from others in the industry. If you have questions for him or topic suggestions for this column, he can be reached at 215-879-8459.


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