First Impressions Still Matter: A Small Business Wake Up Call

Warning…rant incoming, but it’s one that needs to be heard by small business owners far and wide. You don’t get a second chance to make a first impression…

Have you ever reached out to a business, filled with anticipation and ready to engage, only to be met with…nothing? You took the steps they laid out: filled out the form, sent the DM, shot over the email, and then waited.

And waited.

And waited some more.

But all you get in return is deafening silence. If you’ve experienced this, you’re not alone, and if you’re a business owner guilty of this, it’s time for a wake-up call.

It baffles me how someone can claim to be in business, claim to be a provider of XYZ service, and then completely drop the ball when a potential client reaches out.

What kind of impression does that leave?

Exactly – not a good one! And, as old school as this may sound, you really do only get one chance to make a first impression.

It’s frustrating to witness small business owners boast about their offerings at networking events or on social platforms, and then fail to acknowledge inquiries from interested parties. These are likely the same folks who wonder why their business isn’t booming, but instead of looking in the mirror, they’ll think it’s because the economy is bad, their marketing is jacked up, or any number of other excuses, when all they really need to do is respond and communicate with people who show interest in their services.

This lack of follow-up really hits a nerve with me because I view small business ownership as one of the highest privileges. It’s an opportunity to create, serve, and make a difference.But when they neglect the basic principle of taking care of their customers, they’re not just shortchanging themselves. The bad taste left in a client’s mouth from one negative experience lingers and spreads, affecting us all.

Turning It Around: It’s not as hard as you might think.

So, how could these businesses avoid falling into the abyss of irrelevance and ensure they remain memorable for all the right reasons? By taking action now and creating a system for engaging with their clients that balances the efficiency of technology with the warmth of personal interaction. Utilizing a CRM system to automate initial responses to inquiries is great (and you know I love my 17hats!), but the heart of exceptional client service lies in the commitment to making every client feel valued, with or without the help of technology. It’s entirely possible to maintain an impeccable follow-up routine manually, as long as you have an unwavering commitment to the process.But if you only follow the process when you have time, that’s not commitment.

The bottom line is crystal clear: if you neglect follow-up and follow-through, you’ll quickly find yourself without a business to worry about. On the flip side, if you prioritize your client experience, and ensure consistency in the quality of service, you’ll build a business that not only survives but thrives.

This growing trend in how so many client inquiries are being handled has led me to launch a new workshop: Mastering the Client Inquiry. It’s designed to equip you with the tools and techniques you need to ensure that every potential client feels valued from the moment they reach out.

Consider this: a friend recently shared her frustration after reaching out to book a venue, only to be met with silence for 12 days.

Twelve days!

In a world where alternatives are just a click away, that kind of delay is unacceptable.

The moral of the story? In business, as in life, showing up is half the battle. The other half? Following through on what you say you’ll do, and being who you and your marketing materials say you are!

If this rant resonated with you in any way, and you’re inspired to make sure your own client inquiry process is dialed in and giving your clients the best experience, let’s chat. I’d love to help.

Deb Mitzel is a Small Business Operations Consultant & Coach, as well as a 17hats Implementation Specialist. Deb is passionate about helping her clients get time back so they have the bandwidth to bring their personal and professional dreams to life. She believes that an Integrated Life – one where your life and business are designed to serve you best – is not only possible, but achievable. If you need help with your business and would like to chat with Deb, she offers a Free Discovery Call to learn more. Click below to schedule your call!