Reputations are so fragile. I recently had an extremely bad experience at one of my favorite restaurants. The clerk and manager on duty were so rude and the response from the owner was non-existent, souring me on the whole place. Now, instead of eating there several times a month, it will be a long time (if ever) before I return.
When I’m having a bad experience with something, I often say: “If this was the first time…” – implying that if it was the first time I used this/went there/etc. it would be my last. I seem to be more forgiving of experiences where I have had a previous positive interaction. But that grace can only go so far.
And what about all those occasions where it is the first time – and thus the last. Not everyone earns the opportunity to have a second chance. What can you do to increase the likelihood that your service or product will get it right the first time – or at least learn from people what you are doing wrong so that you can correct it in the future?
Your reputation rides on each employee and every interaction. Work hard to make a great first impression — every time.
