Tips for Creating Lasting Impressions on Your Guests

You probably know that first impressions matter. And needless to say that you only get one shot at leaving a good first impression. A first impression is going to set the tone and the expectations for your guests, so don’t underestimate the power of it.

First impressions are all about making your guests feel noticed and more importantly making them feel welcome. Staff should be alert to arriving guests. The moment your guests step through the door make sure they are being greeted. A good example would be: “Good afternoon, welcome to... ”. If you are busy with someone else, at least acknowledge the guests by making eye contact and letting them know you will be right with them.

Apart from your greeting, take into consideration how you're going to help your guests further. When working in hospitality it’s all about creating a great customer journey. Create trust by leading the way and guiding your guests through the whole experience.

It is not just about the verbal contact, your body and tone give away way more in terms of communication than your actual words. Make sure to welcome and assist guests with a smile, an open posture and a warm tone of voice.

Also think about other things that can influence the first impression of your guests. Is the entrance drawing your guests in and easy to find, is your establishment clean and clutter free? All of these details can help to make a good first impression and immediately make your guests feel “at home”. It doesn’t end there but it will give you a great head start.

Now imagine you were off to a great start with your guests and they had a wonderful visit. All went smoothly up until this point, you provided your best service and it’s time for your guests to head home. The experience doesn’t end when your guests ask for the bill. How you deal with this last interaction determines the “aftertaste” you will leave your guests with.

The last impression is as important as the first one, so make sure it is good. When settling the bill, check once more if your guests enjoyed their visit. I say once more because this should not be the first time you check in with your guests to see if all is ok. Be open to feedback and thank your guests for coming. Express that you hope to see them again soon and leave them with a proper goodbye. Just as much as people want to be acknowledged when they come in, they will also appreciate a warm goodbye when they are walking out.

I’m not saying that what happens in between in the customer journey is not relevant, it is. But both the first and the last impression are the moments that will stick with your guests the most, so they’re definitely worth putting some effort in.