We’ve all heard of the importance of first impressions. Dr. Susan Krauss Whitbourne, in a Psychology Today article, states “The first thing you learn about someone influences everything else you learn about that person.” Meaning, the first impression you make with a client is extremely important, as it’ll ripple across every other interaction you’ll have with them. With this in mind, men and women in business devote massive amounts of time and energy to appearance—such as grooming and body language—in an effort to convey an air of confidence and trustworthiness to customers.

Surprisingly, not as much effort is extended towards the customers whose first point of contact is a phone call. In the 2012 Customer Tipping Point Survey by ClickFox, 54% of customers were said to lash out after a bad customer service experience by complaining to friends and family. Separate studies show the opinions of friends and family hold more sway than any marketing tool the cleverest ad executive could think up. One bad 30-second phone call could cost you not only the caller’s business, but the business of everyone in that caller’s social sphere.

Below are three tips to ensure your over-the-phone first impression is the equivalent of a nice suit and warm smile:

Authenticity

We humans are perceptive creatures. Amy Cuddy, of Harvard Business School, discovered that when meeting someone for the first time, we gauge two characteristics: trustworthiness and confidence. And trustworthiness trumps confidence in importance. We can typically tell, even if it’s on a subconscious level, when someone is being authentic. Say what you mean and don’t make promises you can’t keep. Honesty goes a long ways with today’s media-savvy consumers.

Confidence

A calm, confident tone of voice is the firm handshake of telecommunication. Your tone of voice is responsible for 38% of the way your words are interpreted. An assertive, engaged tone will tell your callers you’re an authority, while a bored monotone will make your customers feel you’ve no interest in helping. Eliminate filler words, such as “um,” “ah” or “like,” and avoid letting your voice go up at the end of a statement, making it sound like a question. Try recording your voice and playing it back. It may surprise you.

Focus on the caller

In all this effort to make the best first impression possible, it’s easy to focus solely on what you’re saying and how you sound. But remember, it’s not about you. It’s about the customer’s experience in that moment. Practice the above tips until they’re second nature, and use the phone call to make your customer feel they’re the center of your attention. Listen to and absorb what they’re saying. When it comes down to it, all any customer really wants is to be heard.

Our AnswerConnect virtual receptionists have the first impression thing down pat. Often, we’re the first point of contact between a company and their customers, and it’s up to us to decide if the impression we give on behalf of the company is a great one or a mediocre one. We’re experts at making sure it’s the best one. How do you ensure your callers get a great first impression? Leave your suggestions in the comments below!