You can’t judge a book by its cover. Oh yes you can. And you probably do too. A more accurate cliché would be that you shouldn’t judge a book by its cover, but it still doesn’t change the fact that most people do. In just a few seconds, who you are—or more accurately who you SEEM to be—registers with the person you are meeting.
No Second Chance
Your appearance and body language are the very first qualities that are registered when meeting someone for the first time, and they form the basis of what remains a lasting impression. Since first impressions are difficult to overcome, they had better be positive because as you know, you don’t get a second chance to make a good first impression.
To be taken seriously in business a favorable first impression is vital. Only 7% of the first impression is comprised of the words you speak, (the other 93% being appearance and body language). Of that 7%, 70% is registered by the tone of your voice and only 30% is the words that you actually use. You may have an important message to convey but if your presentation skills are lacking you will lose the interest of the majority of your audience. Your first words are the hook so make them memorable—express gratitude, extend a compliment, say something positive. Avoid inane openings like weather comments or empty general questions, like “How’s it going?” It is important to use the person’s name in your first words to establish value, get their attention and build trust. You want the other person to know that you are focusing on them alone
You Are What They See
A bad hair day is no laughing matter. Dressing and grooming are important indicators in the first-impression game. We caution our children about judging by first appearances, and yet it is human nature to do so. Few people want to do business with someone who is unkempt, disheveled or unprofessional. To the person making the assessment, it shows a lack of pride and care. Keep your hair neat, styled and trimmed. If you color your hair, keep on top of it so that there are no root color problems.
Dress professionally but appropriate to the job. Even in a more casual environment you need to dress to impress. Try to dress fashionably. Clothes should be clean and ironed. Shoes polished and not scuffed and dirty. If you wear sandals, get a pedicure and keep your toenails polished. In our line of business, we use our hands frequently so they are a focal point. Keep your fingernails manicured. If you wear perfume or cologne, use a light scent and don’t wear too much. Your scent should be personal and only noticeable when you are in close proximity to another person—it should never announce your presence. In addition, some smells can bother other people, so be very careful if you use perfume. Remember, right or wrong, what you wear and how you look defines who you are to the person you are meeting, and you want to portray an aura of success and confidence.
Times are changing and body art in the form of tattoos and piercing is becoming more acceptable. That being said, most people acknowledge that tattoos and body piercing affect their perception of the person. They still subconsciously equate tattoos and piercing with bikers, drugs and heavy rock music. For most companies maintaining a professional appearance is expected of their employees. They usually have policies requiring that visible tattoos are covered and that piercings, if allowed at all, are small. In general, neither are considered an enhancement to the professional look.
Actions Speak Louder Than Words
Few things are more irritating than dealing with someone you think is indifferent to your needs or to his or her job. If you don’t like what you’re doing, get a different job. Show some enthusiasm and energy. People are impressed with energetic behavior so step up your walk and act lively and not lethargic. Having a bad day? Hide it. Make your client feel that at that moment, he or she is the only thing on your mind and you are going to do whatever it takes to help them.
Ok, there is something else that is equally irritating—the limp handshake. The handshake can kill or reinforce the positive impression begun in the first few seconds. Put your body into your handshake. Extend your arm first. Your shake should be firm, but not hard—this is not a power struggle. A firm handshake implies that you are a confident and honest person. When you shake hands in a listless way, it denotes timidity, and a lack of force, confidence and personality.
Body language can convey something very different from your words so be careful. Match your positive appearance and words with positive, open body language. A smile or pleasant expression, the most powerful subconscious tool you have at your disposal, tells your clients that you are glad to be with them. Smiling is infectious--when you smile at someone, they will smile back and start to relax in your company. Eye contact says you can be trusted, that you are paying attention and are interested in what is being said. Leaning in toward the client makes you appear engaged and involved in the conversation. Be an obvious listener and show them that your attention is directly focused on him or her through use of eye contact, nodding and by avoiding any mental distractions. Good listening skills require concentration, focus and effort.
Powerful First Impressions
The ability to create a good first impression is an influential skill in any business encounter but unfortunately, its value is often underestimated. As with any skill worth mastering, it requires thought and practice. While a good first impression can help overcome later difficulties or objections, a bad first impression is virtually impossible to reverse. You may even lose an opportunity to do business before you even begin the actual business meeting.
In spite of your best efforts to prepare yourself for a meeting—whether it’s with one person or a group—potential clients pop up at unexpected times. So remember, all the world is a stage and you should never leave anything to chance. Every time you walk out of your office, be ready to make a powerful first impression. v
Cindy Ciardo, BOC Orthotist and CEO of Knueppel HealthCare Services, Inc. is also the education chair of WAMES, the VP of the Continuing Care Coordinators of SE Wisconsin and is on the editorial advisory panel for HomeCare Magazine.