My Image Factor

In today’s economy I find it odd that when someone is willing to part with their money for a product or service that more businesses are not quick to respond with great customer service.  This seems particularly true more for those providing a service rather than a “widget”.   In my world, I found clients can fire you at anytime and go elsewhere for similar services.  Sure your competition may not be as good, but  is it worth finding out?  I know it’s old fashion but in this world of global competition and the Internet, business (or more appropriately  the sales rep.,  account managers or whatever your title) should be prompt on delivery of service or at the least keep the client up-to-date on the status of the impending service.    Just because your competitor company XYZ doesn’t do that, do you want to be classed the same?  This is the little areas I call differentiating yourself from your competition.    Companies expend huge resources for new customer acquisition; print, television ads, banner ads, networking groups, business functions, direct sales staff, taking potential clients out to lunch, a round of golf etc.  The higher the price point, the higher the investment.  This all adds up whether in direct dollars invested or time. It only take a small issue to lose a customer!

Ask any business owner how they get their best customers and clients and they’ll usually say “from referrals”.   If your business falls into the category, then listen up…..How much do you invest into yourself, your staff to ensure that you provide the best service and follow up out there?

According to Greenfield Online and Datamonitor/Ovum analysts, measuring the cost of poor customer service in the U.S., found that enterprises in the U.S. lose an estimated $83 billion each year.  In the U.S., 71% of consumers have ended a relationship due to a poor customer service experience, and the average U.S. customer surveyed had 11 interactions each year and ended 1.2 relationships. The average value of lost relationships in the U.S. is $289 per year.

Here is a classic example of what I mean…a while back we engaged a company to provide a service which was in the amount a several thousand dollars.  The quote for the work to be completed and length of time was agreed upon.  The scheduled was set.  The day for the work to start, arrived and I took the morning to be on location. 3 hours later no one had arrived nor was there any call.  Hum….

Upon calling their office I was told they had a scheduling conflict and would not be at this job.  Someone would contact me to reschedule.  Two days later the call came.  No mention of the missed date, only that they would be there in 2 days.  At that point, if I hadn’t signed a contract I would have told them to not bother.  They did arrive as stated the second time and the work was performed in the time frame.   The question is, will I be able to referred them to someone else?   Would you?

All that would have made this a good referral would have been someone in their office to pick up the phone, call and leave a message there was a conflict and they would be starting on another day.  To me this is common courtesy in business.

Would you be interested in 10 ways to lose customers?

Color analysis was a big deal back in the mid 80s.  That’s when I first was introduced me to the subject.  Friends of mine where running around with little pieces of fabric when they shopped and would often ask, are you a winter?  At first I didn’t have a clue…

Anyway the subject of color analysis has been taught as early s the 1920s.   It is based on not only skin tone, but your natural hair color,  the patterns in your eyes, the tone of dark circles, even your freckles and tooth enamel. Wearing clothes and cosmetics that match your color palette will actually smooth out and brighten your natural skin tone and even make dark circles, expression lines and wrinkles much less noticeable on your face.  Many often group color and refer to them by “seasons,” Spring, Summer, Autumn and Winter.  Additionally there is a category called Neutral.   It could have just as easily been type A, type B. etc. Seasons is what we use. It can get quite detailed and if you are going to have a professional color analysis, make sure you engage  certified professional image consultant.  Not just some on wanting to sell make up or a sales clerk in the store as they have a specific agenda which is parting you from your money.

For our purposes here, when you wear colors that are complementary with your natural skin tones, the color is absorbed and results in you looking radiant.  However, with the opposite tones, the is reflected and you will have people asking if you have been sick or tired. The result will deaden your appearance.   A simple rule, you if you look fabulous in browns, tans and gold jewelry, you most like have warm peach to golden skin tones. If black, pure white and silver are youtr best, you probably have cool pink or blue  undertones. Remember this is a simplistic test.  A certified professional will also take into consideration such things as color value and intensity and lastly your age.   Once gray hair develops, your preferred pallet may change as well as consideration of coloring your hair.

The Art of Dressing.

Over the years our society has evolved from the stuffy discipline of a working wardrobe, especially for women.  For many, this was a welcome change. More relaxed, more flexibility, more options and definitely more individualistic. With all this freedom of choices comes a mixed bag as to what now is really appropriate.  Over the last decade, what makes up a work appropriate wardrobe has become a genuine issue.  Employers site a variety of issues.  Does the new casualness spill spill over into overall behavior? how is the company perceived?  Could sloppiness be reflected in the work ethic?  Will this ultimately lead to a loss of business?  Since this revolution of dressing down, the rules are more blurred, and some have taken liberal interpretations to spandex tops, micro-hugging skirts, t-shirts, low riding & “distressed” jeans, etc.  in the work place.   Just what is the individual selling to their boss, their clients, to their career.  While “self expression” can be very attractive in some industries, as a whole your professional presence in the workplace can have a significant impact on your paycheck,  advancement and ultimately your career. Remember Andre Agassi and his famous tagline in a 1990 commercial for Canon…”Image is Everything” .  How’s yours working for you?  If you think you may want some help, visit our website

As mentioned in a later post, Andre Agassi’s famous quote as spokesperson for a Canon commercial, “Image is Everything”  is more important  today than back in 1990 when the commercial was popular. We live in a highly visual world.  Studies document that at least 60% of us are what is referred to as visual learners.  That means we like to see how to do something over hearing how to do it.  Put into that mix today the vast awry of  entertainment,  news outlets, cell phones, video and webcasts.   Many of our ideas and opinions are affirmed by what we see by the conscience and sub-conscience mind.   Just take a look at the new on slot of political campaign pieces that will arrive in our mail, over the television and website.

So what is your image telling people?  The moment you meet someone new you will take about 4 to 10 seconds to arrive and some opinion about them.   That process will cove how smart you think they are, their level of education, success, trustworthiness, etc. This is called “Threshold Effect”.  Check back to garner some pearls to help you with your personal and professional presence.