First impressions: Driven by mastery

Most likely you’ve heard the saying “A poor artisan blames their tools.

Despite the ROI of blame being zero (at best), this situation goes well beyond blame.

When you blame the tool, at least two situations can pop up:

  • Your current tools don’t produce the kind of benefits / outcome / work you need (even if they used to), and that suggests you need to choose another tool that will do the work.
  • Your comfort level with the existing tool may exceed your need (or desire) to select a better one, even though the better tool has substantial benefits to your business. A frequent obstacle is the inertia created by the anticipated learning curve of a new tool. Even the perception of that curve can prevent a tool switch capable of producing massive benefits.

However, there’s far more to mastery than your expertise with the tools used to create the services and products you deliver.

Beyond mastery of production

This experience includes the tools used to communicate with your client community, such as your accounting system, email list management (such as http://enews.aweber.com), webinar software, phone systems and redundancy management such as backup systems.

Low tech systems should also be a part of these discussions, as they’re as important as the others. Examples of low tech systems include office / shop / restroom cleaning, plumbing as well as trash and scrap disposal. Hazardous materials management (such as benzene containment) will also play a part in the equation for many service and manufacturing businesses.

Even if none of these systems touch the service or product your clients receive, they do form the foundation of your clients’ experience. How they interact with each other, as well as how they interact with your clientele, is critical to the first impression you make, much less the day to day experience you create.

Master your communications tools

Communications tools are a common stumbling point in this way. Consider the last few webinars or conference calls you’ve attended.

How many times have the organizers struggled with the webinar or phone software or hardware? Did it reach the point where it was a distraction that kept participants from accomplishing the meeting’s goals? Did it prevent effective communication in the meeting?

The frustration factor of these things wears on participants, particularly if they experience it repeatedly. The more organizers struggle with the technologies, the worse it gets.

A common factor in less-than-ideal group settings like webinars, call-in shows and conference calls is a lack of rehearsal by the presenters. When presenters read from a script or bullets they’ve never rehearsed, the mechanical / monotonous nature of reading text that the reader has not rehearsed reduces attendee comprehension.  If interaction is expected between presenters, an unrehearsed presentation’s conversation isn’t conversational, it’s mechanical.

Good speakers can ad-lib from bullets or scripted text, but if you haven’t practiced enough to make the ad-lib feel natural, it won’t be sound nearly as smooth as you’d like.

When a conversation loses this natural touch and goes mechanical, it leads listeners down the road to inattention and boredom.

Bark, meow, disconnect

When speakers confuse the mute button with the disconnect button on their phone, it produces a jarring experience. In some webinar software, it’s a challenge for the organizer to return to the call, and in some cases, the conference is terminated when the organizer disconnects. Are you ready to lose 1000 listeners because you clicked or touched the wrong button?

Less serious flubs like echo, feedback, cell phone rings and animal noises in the background not only distract the listener, but they speak to your attention to detail – prompting listeners to wonder where else your lack of attention will manifest itself.

Is it streamlined?

First impressions are rooted in streamlined interactions, a lack of jarring experiences and consistently well-met expectations.

How you achieve these things is not driven solely by product and service quality. Consistency in delivery, interaction, returns, accounting, conference calls, billing, refunds, follow ups and a litany of other minutiae (like spelling minutiae properly) contribute to the overall experience your clientele has, remembers and expects.

When great first impressions become a streamlined, consistent experience, it transforms referrals from “We use so-and-so” to “You’re totally crazy if you don’t use so-and-so. Don’t use anyone else!”

Isn’t that what you want?