Consulting Journal: Style - First impressions

Style: First impressions

by David Blakey

You will always create a first impression. The trick is in making it a good one.

[Monday 12 November 2001]

The impression that you create when you first enter a client's premises can be very important. This means the very first impression. Not the impression that you make on the person you have come to see, but the impression that that you make on everyone else that you meet on the way.

Many years ago, I worked for a company in central London where the uniformed security guards on the ground floor would greet each visitor: "Good morning. Who have you come to see?". Some visitors treated the security guards as mere minions, and answered them curtly and unsmilingly. They would say "Mr Jones", but it was as if they were saying "Mr Jones, and what has it got to do with you?". I would smile and say: "Good morning. I've come to see Mr Jones. I'm David Blakey of Blakey Consulting.".

Later, when I was on an assignment with that client, with an office assigned to me, the guards would just say "Good morning, David" as I entered, and I would say "Good morning, Robert". If a new guard appeared, I would stop and introduce myself and ask his name. I would make sure that I knew them all by name.

The tea trolley came round twice each day: once in mid-morning and again in mid-afternoon. We left our offices, greeted the tea-ladies, collected our tea and biscuits, and returned to our offices. The tea-ladies and I soon used each other's first names. I did occasionally wonder why the client continued this practice, when most other companies had drinks machines or kitchens where people could make their own drinks.

It was some time before I discovered that the chief executive spoke often to the security guards and tea-ladies, and found out from them who was surly and ill-mannered, who was sometimes drunk in the afternoon, and who was cheerful and apparently in control of their work. Fortunately, my education and background lead me to treat everyone at the work-place as colleagues, so I think that any reports about me were favourable. This experience does teach one about the value of treating people with friendliness and about not becoming arrogant and supercilious.

Also, one is often unaware of when some form of continuous surveillance is operating. Somebody, somewhere, may be viewing - and recording - each shrug, or smile, or sneer. This surveillance need not be electronic.

Where to start

Someone told me recently that from the moment you enter the client's door, people are checking you out. I disagree. The checking can start back in the client's carpark or in the street. So you should not just walk into your client's premises with the right attitude, you should walk towards them with it.

At reception

When you arrive at the reception area, smile and be friendly. Remember the names of the receptionists at regular clients and greet them by name. If you forget someone's name, ask them. People are more impressed by the fact that you want to remember their names than by the fact that you have forgotten them.

If you're offered a beverage, accept it without adding "if it's not too much trouble". It isn't too much trouble, and it may be a welcome break for them, and you don't want to sound obsequious. If you're not auditioning for the part of Uriah Heep, don't add these trite asides. Just say "Yes, please. I'd like a black coffee without sugar.".

Meeting the client

Always stand up. Shake hands. Smile. When they lead you to their office, abandon your beverage unless they suggest that you bring it with you. Even then, if it's in a cup and saucer and you're nervous or if you don't know how far their office is, abandon it. Don't apologize to the receptionist for leaving it.

On the way out

Remember to say goodbye to the receptionist. This is also a good time to thank them for the beverage again, especially if you abandoned it. Smile at anyone else you encounter.

If you are with a colleague, do not discuss the meeting on the way out. Do not discuss it in the carpark. Preferably, you should not discuss it at all until you are back in your own office.

A final story

Here's a final reminder of how to behave. One of my colleagues was working on Saturday in a client's open-plan offices. As Chris worked, he noticed an older man walking about, watering the tubs of plants throughout the offices. The older man was in scruffy baggy trousers and a well worn sweater. Eventually, this man came up to Chris's desk. Chris looked up and smiled. "Good morning,", said the man, "who are you?". Chris told him who he was and what he was doing. The other man listened and smiled. Then he said he must get on with watering the plants. Then he turned back to Chris. "Oh sorry," he said, and held out his hand, "I'm Joe Bamford." My friend had been talking to the founder and chairman of the company, who just happened to spend his Saturday afternoons tending the plants.

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