Business Answering Service Tips: 3 Ways to Make a Good First Impression

Nancy Friedman: What’s Your R-T-C Factor?

The importance of the first impression you make on people is absolutely crucial to the success of your People want to deal with someone who is able and more than willing to help them with any questions or needs they may have. It may be to help them solve an issue like handling the overflow of phone calls that their business is having trouble staying on top of, people want to deal with genuine and helpful professionals.

Here are some qualities that customers value in service providers.

What’s Your R-T-C Factor?

There are 3 valuable items customers want BEFORE the product or the service. They boil down to three basic wants comprising of what we call the R-T-C factor: Relationship, Trust and Consistency.

  1. R – – Relationship

Building rapport is an overlooked art. Call many companies and the first word shouted at you is: “Name?” No “nice to meet you by phone” or even a “good morning.” There’s very little rapport building found in today’s customer service. Relationship starts within the first 4 to 6 seconds of a phone call or within 30 seconds for an in-person visit. That sets the stage for the rest of the transaction. Plus, it lays the groundwork for possible future business. Rapport building and relationships are vital to every communication exchange. It’s a simple basic process. Yet not taught in our schools.

  1. T – – Trust

If the customer is unable to trust what you say, the relationship will melt to zero. Gaining the trust of your customer is the KEY to relationship. From following through when you promise to call or fulfilling the company’s guarantee statement, creating trust is vital. If those trusts are broken, it’s a big fence to mend. Keep your word to gain the trust of your customer. They need to know they can count on you. Before any sale, a customer must buy YOU.

  1. C – – Consistency

The McDonalds hamburger in Cancun, Mexico tastes the same as the one in Des Moines, Iowa. Why? Consistency. The taste will be the same in each of the stores.

And your business needs to run with the same consistency. It shouldn’t matter who the customer talks or interacts with on any one day. I’m skepical when someone tells me to “be sure to talk to Joe. He’s the best there is.” I’d rather hear, “you can talk to anyone in our office.”

In summary, YOUR  R – T- C Factor is what customers look for and deserve in their transactions with your company.

Written by Nancy Friedman, a keynote speaker at associations, corporate conferences, events and meetings.  She is president of Telephone Doctor Customer Service Training and can be reached at 314 291 1012 or email her at or log on to


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