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First
impressions can be effective or disastrous, but they are always lasting.
--Susan Bixler, Professional Presence
A few weeks ago, I
was shopping for a few camping items. After visiting several
stores, I found myself at K-Mart. Unable to locate exactly what I
wanted, I went in search of a clerk. After several minutes of
wandering the aisles, I found one. The young clerk was very willing to
help me and even took me to the products I wanted to see. "So
what's the problem?" you ask. Well, you should have seen the
way he looked!
His company red vest looked like it had been slept in. The dirt
was ground in and frankly it looked like he had used it to dust the
store shelves. His pants were not in much better shape. His
nametag was on at an awkward angle and in a challenging location.
I thanked him for his assistance and bit my tongue from him telling him
his appearance was deplorable and gave the store a poor image.
We expect certain people who serve us to have an appearance that may not
always be perfect: the car mechanic, garbage man, janitor or farmer.
We do however, expect the people who will serve us as sale clerks,
doctors, lawyers, waiters and those that touch the product we purchase
to be clean,
neat and presentable. No matter how you look at it, you are the
company in the customer's eyes.
Put your best foot forward! Present a positive business image to
every customer who walks through your door. As managers, we
usually feel comfortable criticizing an employees work habits.
Criticizing an employee's clothes or personal habits however, is a whole
other story. When you conduct employee meetings or staff training,
discuss customer expectations and the following image ideas to help you
and your staff provide a positive professional presentation.
Dress to please the customer. It is highly improbable you
will ever walk into Nordstrom's and find a sales representative dressed
in sneakers and denim pants. The store appeals to a professional
business clientele who want to be served by people they perceive to be
like themselves. Customers have certain expectations when they enter a
business establishment. Always dress to appeal to the kind of
client you wish to serve.
Shine those shoes! Women have a tendency to let their heals
go on pumps. They become worn, scuffed and the leather can even be
torn. Have them repaired and polish them regularly. Unkept shoes
indicate to the customer you may not follow through with the final
details or commitments that are important for the transaction.
Hands and nails make a difference too. How would you feel being
served food by an individual who bit their nails to the quick or whose
hands had old dirt ground into the cuticles? People shake hands,
accent conversations and give items to customers with their hands.
It is imperative the hands not attract negative attention.
Facial hair is okay, if groomed. Over the years, mustaches and
beards have been very popular. Both a beard and mustache require
regular grooming and trimming. A long, scruffy beard or mustache
can be hazardous in some industries and is unappealing when stained with
food or tobacco odors.
A touch of make-up is best. Have you ever heard the saying
"more is less?" Recently I saw a woman who wore way too
much facial base. Her face looked very tan. Her neck on the other hand,
was very very pale. The eyes were accented to an extreme. It was
difficult to avoid staring and to focus on our conversation. It is
best to have a professional help select make-up that is best for your
coloring and skin.
Your breath counts, too! When meeting the public, make sure
breath is free of the garlic or onions remaining from lunch.
Always keep breath mints handy just in case. Use subtle scents. Whether
it is perfume, aftershave lotion or deodorant, make sure only one scent
is projected and that it is subtle and pleasant.
How much jewelry is enough? Usually a wristwatch, one ring per
hand and simple earrings are enough to accent anyone's appearance.
Necklaces and bracelets can become entangled on machinery or hooked on
shelving, boxes and other items creating a safety hazard.
Dress your age. We have all seen the 50-year-old woman, 20
pounds overweight wearing the mini skirt or the bald man who parts his
hair just above one ear and combs long strands over the top of his head.
He should follow himself down the street on a windy day! Both of
these leave a negative impression and frequently the viewer has a good
chuckle at your expense.
Your appearance or that of your employee can affect your bottom-line.
Professional success requires more than the ability to interact with
customers, being adaptable, or creating a vision for the future. Your
professional presence and appearance communicates you and your
business's competence, image and leadership ability. We all have
control over our appearance. The ability to package both business
smarts, exceptional talent and our positive physical qualities can spell
professional success. |
