On Managing First Impressions

Kathy Pennella talks about the details of her job and what it means to her:

“One of my most important responsibilities as a manager of first impressions at Parts Town is to answer the phone. I greet customers with a friendly and cheery voice and make sure to get them to the proper department where a salesperson can help them with their needs.

Often, customers call without knowing who they need to speak to. An important part of making a great first impression is working with them to understand their needs, so I can be sure to get them to the right extension.

Having a positive attitude is important. If a customer is having a bad day and you greet them with a smile, you can turn their whole day around. They hear your good cheer and feel welcomed and important. It’s a pleasure to be able to add happiness to people’s day.

Customers who call regularly get to know me. Sometimes we have time for a little friendly conversation. Yesterday I spoke to one gentleman for about ten minutes. I enjoy talking to people and making them laugh or smile, and I know many people feel the same way about talking to me and my fellow first impressions managers. It’s an enjoyable role to have within the company.”