19. Create A Great Impression.

Every communication, whether it’s face to face, a phone call, e-mail, letter, or even a voicemail, makes an impression. Pay attention to every interaction to make sure that you’re displaying a tone of friendliness, warmth, helpfulness, and authenticity. Be a pro in everything you do, including how you present yourself.

Vicki's Message:


Companies that excel in service focus on making people feel good about the relationship with their employees, service and even the product they sell.

Allow me to paint a picture of a company and team that does an excellent job at Creating A Great Impression. I walk into the store and within seconds I’m greeted with a hello. Because I am recognized, I don’t mind having to wait a few minutes to place my order. With a smile, I am asked for my first name with my order, and when it’s ready, they call my name while making eye contact. Even when my wait is longer than normal, I really don’t mind because everyone is so friendly and engaging in chitchat. Every moment of the customer experience is intentional, from their interactions with customers to the comfy plush chairs, to the smells and sounds. While in Starbucks, sipping my skinny latte, I feel like I’m part of the community.

What are a few things we can all do to Create A Great Impression?

  1. It seems so simple yet so many times we forget.
  2. Make eye contact. Focus on the other person.
  3. Pay attention. Be interested in what the other person is saying to you.
  4. Be authentic. Being yourself and genuine is always best.

People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” ~ Maya Angelou

We all want to put our best foot forward and make others feel good. A master of this Fundamental is Jay Blaushild. No matter the situation, Jay always gives you his undivided attention; he remembers the details – even those you sometimes wish he would forget! And because we’ve had such a great mentor, there are so many Famous Associates that excel at this. Here are two more that come to mind:

When I first met Judy Noll, we were filming a Famous video. I will never forget how genuine she was – all smiles and so happy to be a part of our project. Judy’s excitement was contagious and I still get excited when I see or talk with her.

Cindy Herrington’s vibrant personality always puts a smile on my face. She’s engaging and positive. Seeing her work at our Cleveland Expo Showcase, it’s clear for me to see her energy positively affecting those around her.

Let’s all be mindful about the impression we’re making and be ready to show our best.