By
Counterman
As the old adage goes, “you only have one chance to make a first impression.” Either in person or on the telephone, we must always try to make the most of our initial contact with a potential customer. Many of us have been coached (or even formally trained) regarding telephone etiquette, and are given tried-and-true “word tracks” to increase customer engagement and encourage salesmanship, all in the name of professionalism.
Being a superstar on the phone is an essential skill for any parts professional, but it fails to address a key component of being a “professional parts professional.” Maintaining a professional appearance is critical to presenting yourself as a trusted, knowledgeable business partner behind the counter.
Like it or not, we are all initially judged by our appearance. Some of these judgments come from unjustified stereotypes or personal biases, and there is little we can do about these first skeptical looks. We will always have to endure a few rough starts, but maintaining a professional demeanor while showcasing your ability (and willingness) to exceed the customer’s expectations may eventually earn their trust and confidence.
The way we choose to display ourselves to the world speaks volumes about the person we feel we are, or sometimes who we wish to be. Our mannerisms, posture, way of speaking and especially our clothing choices can all have a subtle (or overt) effect on how we are perceived by others. In our line of work, the issue of clothing choice is lessened by the use of uniforms, but the condition of those uniforms can still be a telltale sign of an uninspired employee.
Poorly-fitting or worn-out uniforms can lead to the perception that your company isn’t invested in its employees, while unkempt employees wearing wrinkled, stained or otherwise “sloppy” garments can cast doubt about their commitment or attention to detail. Uniforms promote a sense of commonality, even when those uniforms also differentiate between management and staff members. It also provides continuity, especially across franchised or corporate stores, where a customer has a set of expectations of what their shopping experience should reflect.
The most important part of any uniform is the person wearing it, and that’s where this starts to become “personal.” Company policies often cover basic aspects of an employee’s physical appearance, such as minimum standards for hygiene and grooming. Although addressing these concerns with an employee can be uncomfortable, these are “safe” topics when compared to issues related to personal appearance and self-expression.
Company policies clearly state the expectations of all employees, but company culture often dictates “unspoken” rules of behavior and appearance that may be unfairly applied to individual employees or prospective hires. “Affinity bias” is a tendency to favor people with similar backgrounds, interests or appearance to your own, and can unconsciously affect your opinion of others who are “different.” While federal laws define several prohibited forms of discrimination in the workplace, many people still experience prejudice based on their appearance.
Tattoos and piercings are more widely accepted in today’s business environment than at any other time in our history, but there is still a broad range of attitudes toward body art in the workplace that may lead to hidden bias. Hairstyles become another grey area where colorful or “unconventional” hairstyles are concerned. Several states protect against race-based hairstyle discrimination, but if you decide to show up for your shift with purple liberty spikes, you’re probably on your own!
Dressing for success in our industry certainly doesn’t require tailored suits or expensive accessories, but an appropriate image does help employees to project an air of confidence and empowerment. A professional appearance reinforces the idea that you are a skilled professional. Putting the effort into creating a great first impression can open the door for customers, coworkers and employers to know the person inside the uniform.
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