Director of First Impression

This short video clip (just under three minutes) demonstrates how all employees of a company -- whether or not they routinely deal with the public can be a director of their company's first impression.

Explained here is why a company's first impression is so important for sustainable growth, and how each employee, regardless of his position is an ambassador of the company for which they work when he answers his telephone.

For more on difficult customer check out The Defusing Hostile Customers Workbook.