Customers Read Your Space Before They Trust Systems

Customers don’t start evaluating your business when someone speaks. They start evaluating it as they arrive.

Before customers trust your prices, they read your environment.

Before customers trust your employees, they read your atmosphere.

Before customers trust your process, they read your first impression.

Most businesses focus heavily on what they want to communicate.

Customers focus heavily on what they experience.

Cleanliness communicates. Organization communicates. Movement communicates. Lighting communicates. Noise communicates. Waiting communicates. Even silence communicates.

Long before a conversation begins, customers are already gathering information and forming expectations.

The experience starts before the interaction.

This is one of the first principles of Checkpoint Thinking:

People experience the world one checkpoint at a time.

• Mr. Bee