INTERVIEW COACH
Rachelle Enns
Rachelle is a job search expert, career coach, and headhunter who helps everyone from students to fortune 500 executives find success in their career.
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Phone
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How would you approach making a good impression on a new client?
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OUR COACH SAYS
First impressions are everything, and there are many ways to make a significant impact on a new client. You can start by being attentive, researching them or their company before your initial meeting, and having a go-getter attitude. Show the interviewer your engagement level with clients and that you know how to make a lasting impression.
Since this question is framed as, 'How would you...' it is acceptable to use a hypothetical story example, giving a general overview of how you would react in this situation.
However, if you want to use a real-life example, try forming a response using the STAR method. STAR is an acronym for Situation, Task, Action, Result. Organizing your response using this framework will ensure that you provide the interviewer with the right amount of information and detail to form a compelling answer.
Since this question is framed as, 'How would you...' it is acceptable to use a hypothetical story example, giving a general overview of how you would react in this situation.
However, if you want to use a real-life example, try forming a response using the STAR method. STAR is an acronym for Situation, Task, Action, Result. Organizing your response using this framework will ensure that you provide the interviewer with the right amount of information and detail to form a compelling answer.
Example #1
"My favorite way to make a lasting impression on a new client is to know their name and a little bit about them before our first meeting. When it shows that I prepared for our initial meeting, it tells the client that I care about our working relationship."
Example #2
"I am on the phone quite often, so one of the ways I show new clients that I am interested in them is to repeat their words back to them to show my understanding. I also think it makes a huge difference when I am prepared with strong product knowledge and answer the phone with a smile."
Example #3
"Our new clients always receive a personal call from me, where I let them know that we appreciate their business. I ask a few targeted questions so that I can better understand how we can exceed their expectations. From there, I take the information to my team. We most often blow our customers' expectations out of the water."
Example #4
"New clients need to feel like they can trust me instantly, and, in my opinion, the best way to do that is to get to know them and show them that I care. I am a fantastic listener and will always deliver on a project early. This level of service is rare these days, and my new clients always comment on how refreshing my approach is."
Example #5
"Most retail outlets are known for having low-performing employees, and I always aim to stand out from that stereotype. I like to get to know my customers, what they need, and ask if I can make further suggestions. Most of the time, my customers love the added input and help. This approach also makes my days more fun because I am making genuine connections with people versus treating them like just another customer."
Example #6
"Sales professionals often get a bad rap for being untrustworthy. Knowing this, I approach my new clients in a way that will build instant trust. I keep my appointments, I am always 5 minutes early, and I will call them with updates on their orders before they feel the need to reach out to me."
Example #7
"One thing that sets me apart from other teachers is that I book a one-on-one meeting with the parents of my students at the very start of the school year. We create a learning plan that will work for all, and I also ask questions that position me as the expert and also have the parents fully committed to their child's' learning. The rest of the year is better when communication goals become established from the start."
Example #8
"I really do enjoy building relationships with my clients. If I have a strong relationship with them, that means a higher referral rate and much easier communication, overall. I will always get to know my clients on a bit of a personal level so that they feel comfortable with me throughout the entire application process."
Example #9
"A former co-worker and I had a strain in our working relationship, and I wasn't sure from what it had stemmed. I invited her to lunch away from the office for a chance to talk and just get away for a bit. I asked her if I had done anything to offend her, which thankfully I had not. It turns out she was feeling overwhelmed in our office environment. I took the time to clarify a few procedures and the 'isms' of the physicians we worked alongside. After a great lunch and open talk we were able to be more productive together, working as a united front."
Anonymous Answer
"It's essential to be on time and give a good first impression. I like to show up prepared by having done my homework about the client and the market. Additionally, scanning for nonverbal cues and mirroring body language is just as important. My first meeting with a new client is always about listening to them so that I can learn about what they need."
Rachelle's Reply
Excellent! Your answer shows a lot of self-awareness.
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Anonymous Answer
"I would use my customer service skills to talk to them and find out what their needs are and try to come up with a plan to address their needs while showing them that I care about their problems or issues."
Kristine's Reply
Good answer! It's clear you care about making a good impression on a new client. Since your response is brief, you can elaborate on anything you do before, during, or after you talk with the client to make a good impression.
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Anonymous Answer
"I would love to understand what was the pain areas of a client when they were with the other vendor. I will try to provide a solution to pain areas and later will give suggestions on how we can improve the current situation also."
Rachelle's Reply
It would be best if you could provide an example of a time when you used this method (uncovering client pain points) to make a good client impression. I believe that approach would make your answer more direct and distinct.
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Anonymous Answer
"The way I would make a good impression with a client is before visiting with them, I try to find out a little about them. When the time comes to make a good introduction of myself, my company, and the services we provide, make them aware that I know a little about them and their company."
Rachelle's Reply
Excellent approach! Knowledge and research of the other party are key to a great first impression.
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Anonymous Answer
"I always want to make a good first impression with a customer. The best way that I know how to do this is by discussing a situation with a new client. After having received feedback about what the customer considers a good impression, I was able to modify my characteristics to be in alignment with the customer's personality."
Kristine's Reply
Great answer! You provide specific actions you take to make a positive impression on new clients. Try to elaborate more about the effect your actions has on new clients. Do you build trust? Are clients more cooperative?
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Anonymous Answer
"The first thing I do is introduce myself, and then I ask them a few questions to get to know them a little bit better. It helps to make them feel welcome and more relaxed in the new environment. I also try to go out of my way to offer exceptional customer service, such as taking the initiative when not necessarily expected to."
Rachelle's Reply
This is a wonderful approach to making a good impression and building rapport. What kind of questions do you ask to help your clients feel comfortable?
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Anonymous Answer
"The first impression is the key to success. I will make sure I spare no effect to impose the best impression I can on a new client. I will do in-depth research regarding their business, making sure I have a full understanding to show enough respect for this relationship. I will be fully prepared for any questions the client might have for my company. I will dress professionally with an open and honest attitude in terms of communication. I will make sure I have followed up calls and emails after the first meeting to establish a rapport."
Rachelle's Reply
What a well-rounded approach! This is an excellent response.
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Anonymous Answer
"Being a good listener, friendly, and happy."
Rachelle's Reply
This would make a great impression, indeed! :)
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Anonymous Answer
"When I first meet a new client, I make sure to build instant rapport with them by researching their business prior and have a vast knowledge of different drugs and industry news. I follow that up with being trustworthy and always following up with them on their orders. I will send them emails on orders they are receiving to show my attention to detail. My goal is for the client to call me when ordering pharmaceuticals automatically."
Rachelle's Reply
Your approach must bring a lot of relief to your clients, knowing that they can count on you to anticipate their needs! Nice work.
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Anonymous Answer
"Learn as much about them before meeting them and let them know you can meet their expectations."
Rachelle's Reply
Doing your research on a client is a solid way to make a good impression. Great response!
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Anonymous Answer
"I am genuinely interested in my clients. I think my caring tone carries through in my phone calls and correspondence. I think getting to know what makes them tick and learning the varying styles is an important part of forming my long-term client relationships."
Rachelle's Reply
I would recommend avoiding cliches like 'what makes them tick' and use real examples that would show the interviewer you understand your clients' needs and journey. I have added an example below.
Rachelle's Reply
"I am genuinely interested in my clients, and my caring tone carries through in my phone calls and correspondence. I would approach a new client by asking them questions about their business, what they are struggling with, and what type of solutions they have been seeking. From there, I could provide well-researched solutions that fit their needs."
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Anonymous Answer
"New students need to feel that they can trust you instantly. In my opinion, the best way to do that is to get to know them and show them that you care. I would send an invitation to my new students to book one on one meeting with me as early as possible before they start the school year. I would prepare well for the meeting with the information I have and work along with the student to create a learning plan that will work best for the student."
Rachelle's Reply
Very good action steps, and well outlined. Perfect answer!
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Anonymous Answer
"I try to get a bit of background information of the client to know what the client likes; this helps in creating good conversation. I always try to show interest and show that I care. I try to understand the needs of the client and make sure the requirements are met. I also check on them regularly to make sure the seat is always warm."
Rachelle's Reply
It sounds as though you pay very close attention to your clients and their needs. Replace 'I try' with language that is more confident.
Rachelle's Reply
"When making a good impression on a new client, I get some background information to know what the client likes. This background information helps in creating good conversation. I show interest and care by understanding the clients' needs and ensuring that I meet those needs. I also check in on them regularly, keeping our relationship warm."
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Anonymous Answer
"Technology has it much easier to learn about other people/companies, so my first task would be to research the individual and have some necessary background information about them. Also, being attentive and personable is a must."
Rachelle's Reply
Research and having some background are excellent first steps to delivering a memorable first impression. Nice process :)
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Anonymous Answer
"Doing research, understand their background, find out what "makes them tick" and how you can help them achieve their goals."
Rachelle's Reply
This is a wonderful approach! It would great if you could provide the hiring authority with an example of a time when you took these steps to build a solid client relationship.
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Anonymous Answer
"First impressions are so important. I would start by being attentive, know their company, and show a positive attitude."
Rachelle's Reply
These are excellent initial steps to making a great impression :) If possible, give an example of a time when you did this.
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More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
All Career Q&As
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