Impressions Matter
‏First Impressions, Before First Impressions, Last Impressions: They all matter.

What you will learn

View your organisation from your customer’s perception before they enter your establishment
Understand how your “Grounds” look, well before your front door.
Recognise how your “Goodbye” lingers in your customer memory

Impressions Matter Modules

First Impressions

Walk up to and into your establishment (bricks and mortar and virtual) with the eye of a customer to understand their perception which is their reality
Consider the impression you want to linger in their memory
Make the changes to make these impressions happen

Before First Impressions

Take the Disney approach of obsessing over the route to their parks by realising how your grounds look well before your front door (metaphorically speaking)
Discover whether you’re easy to use: you won’t know until you try - Come in your front door and see if the door swings open easily or whacks you on the shoulder (metaphorically speaking again)
Benchmark outside your industry to understand your customers expectations - what are the great brands doing that creates that great impression before customers engage with them

Last Impressions

When your transaction is completed before rushing on the the next transaction or customer, stop and take stock of what further actions or words will serve to enhance the transaction
Explore the “goodbye” stage to consider how you want this to linger in your customer’s memory
Devise and role-play different “goodbye” scenarios

Who this is for
Front facing and behind the scenes personnel who want to enhance their organisation’s customer perception and experience.

Benefits to your organisation
This masterclass will help your organisation to:

Understand your customer’s perception of your organisation and work with this to enhance their experience
Recognise and fine tune the three stages of your customer’s experience
Develop your people’s awareness and ability to take responsibility for taking a personalised approach to creating the best impressions of your organisation


To help you get the most from the Masterclass you will receive an exercise to help you prepare and to get into the best mindset.

Your Post Programme Commitment
You bring back tools, techniques and confidence that comes from practical experience, and the knowledge that you’ve already applied your new skill in a real workplace scenario, together with a personalised action plan that will immediately impact your ability to enhance your customers experience.

Optional Extra
‏Reinforce your learning with follow-up post programme coaching based on a video recording focused on key aspects of the programme and your performance.

To find out more about our Masterclasses get in touch with Carmel on 07948 525183 or

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