The Importance of First Impressions in Customer Service

Audrey Woods


By Audrey Woods
Administrative Assistant, Lessiter Media

In life, there are two groups of people: Sam's Club people, and Costco people. I am a born and raised Sam's Club girl. If I need to buy 100 rolls of toilet paper at a time, Sam's Club has always been my wholesale club of choice. My wife though, is a die-hard Costco fan. One day, she convinced me that we should go to Costco for our bulk-item needs. We went, and we shopped, and it was all fine… until we went to check out. I was unable to use my credit card as my name was not the one on the membership card. The cashier was rude and demeaning about this, and I felt shamed. I have not been to Costco since the incident, and I don’t plan to go back. 

I know the above story sounds petty and ridiculous, but it is not an isolated incident. In fact, 60% of consumers switch brands due to a negative customer service experience. The quality of your customer service impacts your bottom line as much, if not more, than the product you are offering. All it takes is one negative interaction for a customer to write your business off. 

Additionally, 61% of consumers say they will spend up to 5% more if they know they’ll get a good customer experience and 81% of customers say a positive customer service experience increases the chances of them making another purchase. When you are making a sale of any kind, you aren’t just selling your product, you’re selling your brand as well. Check out the infographic below for important info to keep in mind when handling customer service matters.

The Importance if First Impressions in Customer Service