It’s amazing to me that some businesses have no idea what a bad first impression they give a customer. A few weeks ago I went to a new dentist. When I called to make an appointment, the first thing they wanted to know was about the details of my insurance. It was very offputting and made me think all they cared about was money.
They had come recommneded so I stuck with it (the power of referrals) and once we got past the insurance they seemed very nice. I understand that insurance is important but please, find out about me as a person and what stuggles I am having with my teeth before checking my wallet.
How about your company? What first impression do you give? It might be worth doing a little mystery shopping. Have someone call your company and evaluate the reception they get.