You’ve heard the old saying “You never get a second chance at a first impression.” For businesses, that isn’t just a cliché, it’s reality. Customers size up a business long before they make a purchase and often before anyone on your team even says hello. Those first 10 seconds set expectations, shape decisions, and influence how people feel about doing business with you. No matter what industry you’re in, your business is constantly sending signals about what customers can expect. The good news is that with a few intentional tweaks, you can make those signals work in your favor. Your Curb Appeal No matter what your product or service is, customers start forming an opinion the moment they approach your building. They’re asking themselves an unspoken question: Does this place look like it knows what it’s doing? Curb appeal can also speak to how professional your business comes across and how successful. People will decide whether your business is for them or not by looks alone (that goes for your website too). A few simple checks go a long way: Are your signs clean and readable from the street? Is your entry area clutter-free and welcoming? Do your posted hours match your online hours? Can customers tell which door to use or where to park? If someone has to guess how to enter or what to expect, tension rises before they step inside. A polished exterior tells customers they’re in good hands. The Digital First Impression Long before customers show up in person, many have already “visited” you online. Your website, Google Business profile, and social media pages create the first impression for a large portion of your audience. They’re looking for clarity, accuracy, and ease (even if they’re not conscious of it). A strong digital first impression includes: Updated hours and services Clear photos that reflect what customers will see in person A short, friendly description of what you do in real language that your audience uses Quick access to booking, ordering, or calling The kind of design that resonates with who your audience is (or wants to be) When your online footprint is clean, current, and helpful, customers show up confident rather than confused. The Welcome This one seems painfully obvious, but we’ve all walked into a business where the employee is on an obviously personal call or simply doesn’t recognize our existence. How did that feel? Doesn’t make you interested in buying, that’s for sure. Once a customer walks through the door, the clock starts again. Those opening seconds inside your space shape how long they’ll stay and how much they’ll trust you. No matter your industry, these moments matter. One of the fastest ways to earn trust is through a genuine welcome. A simple smile or greeting sets the tone for the visit. Customers want to feel seen and valued, not like an interruption or inconvenience. Encourage your team to greet customers in whatever way feels natural to your brand. It doesn’t need to be formal or robotic. Even a quick “Hi there, we’ll be right with you” works wonders. When customers feel acknowledged early, they’re more patient, more open to suggestions, and more comfortable asking questions. Consider: Are customers greeted promptly or at least acknowledged with eye contact (and an “I’ll be right with you,” if you’re in the middle of something)? Does the space feel organized and intentional? Can customers easily understand where to go or what to do next? Are staff members engaged or absorbed in side conversations? You don’t need to rush over and follow them around your business. You simply need to make people feel acknowledged and appreciated when they come in. The Sensory Experience First impressions aren’t just visual. Customers respond to the full environment, even when they can’t articulate why something feels “off.” Pay attention to: Lighting that feels warm rather than dim or harsh. Music that fits your brand and isn’t too loud. Temperature that’s comfortable for customers, not just employees. Clean, pleasant scents or, more importantly, no unpleasant ones but keep them subtle, too much may drive people away. Small adjustments make customers feel at ease, which makes them more likely to stay longer and return more often. Why First Impressions Shape Customer Loyalty First impressions influence today’s visit AND shape whether customers will come back, how likely they are to recommend you, and how much they trust your business. A positive experience in the first ten seconds: Lowers customer stress Builds confidence Increases perceived value Reduces complaints Boosts loyalty and spending And the best part is that improving first impressions doesn’t usually require a big budget. It requires awareness and consistency. A Simple First Impression Checklist Here’s an easy way to evaluate your business: Walk up to your location from the customer’s point of view Step inside and pause for five seconds Look around with fresh eyes Note anything that feels confusing, cluttered, or outdated Ask a friend or fellow business owner to do the same Make quick fixes where possible and plan larger improvements over time These small shifts add up quickly to create a strong competitive advantage. Read More: Are You Accidentally Repelling Perfect Clients? (Here's How to Fix It) Hospitality is the Hidden Edge: Why Emotional Connection Drives Customer Loyalty The Referral Engine: How to get People Talking About Your Business --------------------- Christina Metcalf is a ghostwriter and women’s speaker who believes in the power of story. She works with small businesses, chambers of commerce, and business professionals who want to make an impression and grow a loyal customer/member base. She is the author of The Glinda Principle , rediscovering the magic within. _______________________________________ Facebook: @tellyourstorygetemtalking Instagram: @christinametcalfauthor LinkedIn: @christinagsmith

With the holiday season approaching with the speed of a bullet train (holiday prep, year-end sales pushes, family gatherings, budget reviews, etc.), it’s no surprise many of us feel our blood pressure and tension rise, while our patience comes crashing down. While this season is one of the most exciting of the year, it brings lots of extra stress. But what if some of that stress was unavoidable? Maybe we can’t keep that troublesome relative away but we can borrow wisdom from the minimalist movement and writer Joshua Becker’s article, “The Stress We Needlessly Bring into Our Lives.” Here are four practical reframes you can share with your team and apply to your own workflow, designed specifically for business juggling multiple moving parts in busy months ahead. 1. Stop Comparing—Start Aligning It’s tempting to look at other businesses and feel like you’re falling behind. Maybe their social media looks polished, their storefront’s decorated like a movie set, or their sales numbers seem untouchable. But comparison steals focus. Your business has its own rhythm, audience, and goals. Instead of chasing what others are doing, take stock of what’s working for you. Consistency and authenticity will always outlast temporary trends. 2. Simplify Your Season Overcommitment is one of the biggest stress traps. For business owners, that often means piling on extra promotions, extending hours you can’t sustain, or saying yes to every collaboration that comes along. You might be busy and pulled in many directions but it’s unlikely you’ll feel accomplished if you overcommit yourself to trying to do it all at the same time. Imagine if you wanted to paint your entire house. If every day you woke up and painted a different area for one hour, it would be a very long time before the house would feel complete. At the end of a month, you will have put in 30 or so hours in painting but you may not even have an entire room finished. You’ll feel depleted and dissatisfied even though you spent a month working on it. This year, try doing fewer things better. Focus your efforts on what brings in customers or builds lasting relationships. Simplifying isn’t a step back; it’s a strategy for quality and control and doing more of what works, not more of a little bit of everything. 3. Build Breathing Room Into Your Calendar Every business has busy seasons, but nonstop hustle doesn’t equal progress. Schedule short breaks or “quiet hours” each week to regroup, brainstorm, or catch up. You’ll make better decisions when you’re not rushing from one task to the next. Encourage your employees to do the same. A calm, focused team provides better service and represents your business more positively, especially during the holidays, when stress levels tend to spill over. 4. Reevaluate Expectations The pressure to please customers, employees, and family can quickly become overwhelming. But not every long-standing tradition or offer is worth the toll it takes. If a particular sale or event no longer delivers value, it’s okay to let it go or reinvent it. Communicate changes early and clearly, and most customers will understand. When expectations are realistic, everyone wins. 5. Redefine Success for the Season This time of year, we tend to measure success by numbers—sales totals, event attendance, new clients. But remember, success also looks like closing the year without burnout, keeping your team motivated, or maintaining great customer experiences through the chaos. As Becker notes, “We can’t control everything. We can only control our choices.” Choose the ones that keep you steady, clear-minded, and ready for what’s next. Running a business is demanding, and the holidays only amplify that reality. As your Chamber, we encourage you to slow down where you can, focus on what truly matters, and give yourself credit for how far you’ve come. You’ve built something worth protecting—your time, your team, and your wellbeing included. As we move into the holiday season, we’re here to support your continued success, one thoughtful choice at a time. Let us know how we can help.  Read More: Meeting Customer Needs: Inexpensive Sensory-Friendly Ideas for the Holiday Season Simplify Seasonal Staffing for Small Business Season Turning Gift Returns and Exchanges into Business Opportunities