You never get a second chance to make a good first impression. The first few seconds of a meeting often decide the whole relationship that follows.

What counts from the very start

• A smile and open eye contact.
• A confident handshake or greeting.
• Clothing that suits the context.
• A calm, warm tone of voice.

On the phone or on a video call, energy and clarity take the place of body language. People say a smile “can be heard” over the phone, and it is true. Work on your opening line too: keep it short and centred on the customer rather than on yourself.

Key takeaway: first impressions are formed in seconds and stick for a long time. Prepare yours instead of leaving it to chance.