How important are first impressions really? Have you ever walked into an establishment, saw garbage on the floor, and immediately got a bad impression? Have you ever had a terrible experience simply making reservations, and thus, didn’t expect much because of it? I know I have.
Real World Story:
As I write this blog post, I’m on my way to India. Before I have even arrived, I’ve already received an email from the hotel of the first leg of my trip. Here’s what was written in the first paragraph:
Hi Ms. Khozam, 
Thank you for making a reservation with us. We look forward to welcoming you at Lemon Tree Hotel, Chennai. You have made a great choice by selecting Lemon Tree Hotels where you are welcomed by cheery greetings, a friendly smile and a whiff of the signature lemon fragrance. Lemon Tree Hotels are the only midscale hotels that uplift your spirits at the end of a long day.
My first impressions: I strongly anticipate I’m going to have a wonderfully pleasant stay at this hotel. I’m very much looking forward to experiencing what the Lemon Tree Hotel has to offer.
Here’s what I like about the message:
- The email greets me by name.
- I’m given the expectation to be welcomed with “cheery” greetings and “friendly” smiles.
- I’m told this hotel will “uplift my spirits at the end of a long day.” They know their customers well. I bet most of their customers travel a long way, like me – more than 26 hours in a plane!
I am so excited to visit this hotel. I’m going to walk in with a positive attitude, knowing I will be taken care of by people who care about their customers.
What a great way to start off my experience. Stay tuned for how the experience turns out…
What do YOU do to set expectations and deliver a great first impression with your customers? I would love to hear your stories in the comments section below.