I mentioned earlier that people make eleven important assumptions about you when they first meet you—and that happens within the first 30 seconds (before you even open your mouth).
The assumptions are:
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Trustworthiness
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Economic Level
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Educational Level
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Social Position
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Level of Sophistication
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Economic Heritage
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Social Heritage
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Educational Heritage
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Success
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Moral Character
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Future Potential
Your Phenomenal Service Experience is going to be carried out by front- line team members who will either score high or low on these eleven points, so make sure you and your team are dressed and groomed well and that you have step-by-step service systems in place so that you don’t have to reinvent the wheel each day.
