First Impressions

Last week I had a meeting with one of my NSN Clients www.nsn-productions.com The clients were from a highly regarded Luxury Hotel where we had provided the entertainment over the Christmas Season. The clients were thrilled with our service and the quality of entertainment my team delivered. However, the operations manager said to me; "The ****** band were really good, but there was something not quite up to scratch....". On quizzing her further, she shared a nugget of gold with me: they didn't present themselves well in her opinion. She then elaborated by saying that the first impressions she had of the band were negative; one or two of them (the sound engineers) were quite scruffy, and they appeared cocky and laid back when they arrived at the venue. She expected them to raise their game to meet the expectation of the clients of a Five Star Hotel. The other musicians were all charming, well presented and, well, showed up this band!
The other manager said that he was really surprised because normally our musicians present themselves so well; they want to be part of the team at the hotel: dress well: are polite to everyone and will 'Have a chat' with a client if they wish to discuss things. He no longer used musicians from another agency because they appeared 'grumpy'.
This conversation made me consider further the idea of 'First impressions'. So much emphasis is put on your personal appearance, and I don't disagree that this is very important. The client, however, had mentioned that the band were cocky and laid back and that they like entertainers that will engage with the clients.
From a vocal and communications perspective, these are key 'presentation' areas we should be aware of, when making first impressions.

• Impressions are made from when you arrive at a venue, not when you meet the person you have arranged to meet. Be polite to everyone!
• Impressions are made when you arrange to meet someone new by telephone or even email; ensure you are making a 'good' impression when doing these.
• The first impression a client might have of your business is hearing your answer phone message; listen to it with an open mind. Does it reflect well for your company? If not change it!
• How you answer the phone will force a new client to make an opinion of your company. If you are busy - don't answer the phone - it will come across. Consider how you and your colleagues answer the phone.
• Check websites, emails and letters for 'typos'. Personally, I don't believe spelling mistakes and 'Text' writing reflect well on a person or a company. Of course I could be old fashioned!
• My friend Anna swears by expensive envelopes and first class stamps to create a good impression. Her philosophy is that a second class stamp indicates that the receiver isn't important enough for a first class stamp.

I had a meeting with the manager of the band. We both felt this feedback was invaluable for her band. They hadn't grasped the importance of presentation from when they arrived. Like many people, they believed the impression would be made when they delivered their act. They are now reviewing their whole presentation, from what the sound engineers wear, to a smart wardrobe of clothes for band members when they arrive and before they change into their stage clothes. In addition, they are purchasing long dresses for the ladies and DJs for the men. This is an opportunity for them to aim high and present themselves as a class act. I'm pleased to say they're grasping this concept as a new opportunity!
To discuss any presentation issues see www.executivevoice.co.uk