Setting the Tone: The Power of a Great First Impression

“First impressions are everything.” It’s funny how a simple phrase like this can be easy to overthink when put into practice. I should know. Don’t we all?

During my time as CEO at Vance Thompson Vision, I used to start my day already set in work mode. Right away, I would shoot Vance paragraphs filled with ideas or thoughts I was having about our team—before I even shot out of bed!

His reply: “Good morning.”

To me, that simple response said: “Good to talk to you today. Start the day off well.” It also reminded me that it’s the little things that can have a big impact.

In the hustle of the work week, it’s easy to skip over these small gestures. But it's those simple things – like saying good morning, offering a smile or making eye contact—that help set the tone, not just with your guests, but with your team.

These simple acts can create a ripple effect, shaping the course of your day-to-day life and even your company. But where do you start? As Vance would say, “Start with the basics.”

Fill Your Cup, and Theirs

One of my favorite writers, Paul Tripp, says to think of yourself and others as cups. If we’re a cup that has something in it, and you shake it, whatever is inside comes out: If you fill it with water, water comes out. If you fill it with coffee, coffee comes out. If you fill it with poison… you get the idea. So, it’s important to fill up everybody’s cup with something good. You get out what you put in.

Some companies excel at this. They do it so well, it feels almost like a science. Here are a few examples of companies that know how to fill that cup with positivity:

Apple

From the moment you enter their stores, you're not just buying a product; you’re experiencing innovation. Their sleek designs, minimalist stores, and attention to detail create an atmosphere that makes you feel part of something cutting-edge.

The open and organized layout of the Apple Stores inspire customers to explore products at their own pace. Each product is displayed with easy-to-read and detailed information on product features, comparisons and buying options. Employees are on stand-by to help customers, but largely leave them to explore options on their own, empowering them to engage with products on their own terms.

Ritz-Carlton

At Ritz-Carlton, the doormen wear full tuxedos to greet guests, however check-in isn’t just a formality. The staff greets you by name and anticipates your needs, making you feel valued from the very start. If a guest mentions they forgot something important while they’re checking in – for example, a beach bag while visiting a coastal location—the staff member might just pull out a beach bag and give it to the guest. They’ve anticipated their guests’ needs so well, they already have commonly forgotten items on hand.

Their commitment to personalized service and exceeding customer expectations creates an unforgettable introduction.

Disney

Whether in a theme park or at the movies, Disney creates an immersive experience from the moment you arrive. The friendly staff, enchanting atmosphere, and attention to detail make you feel like part of the magic, leaving a lasting impact that keeps people coming back for generations.

On their first day, employees learn their primary goal is the customer’s happiness. To Disney, every guest deserves the VIP treatment. Every employee pays close attention to guests and is encouraged to create unique interactions. Part of the magic comes from utilizing technology, like magic wristbands and the My Disney Experience app, to learn more about each customer and use the data to craft one-of-a-kind experiences.

Each of these companies is a prime example of how thoughtful design, exceptional service, and personal touches can make a lasting first impression on both their team and their guests. Reflect on the examples shown above, and think about ways you can implement some of these approaches into your own culture.

Address to Impress

First impressions aren’t limited to the moment your guests walk through the door. They start the moment you do. The way you set the tone—whether with your team or with your guests—has a lasting impact, and it’s often the small, seemingly insignificant details that leave the most powerful impression. So, take a moment to check what’s in your cup, and make sure you’re filling it with positivity, gratitude, and authenticity. That’s the real secret to leaving a lasting first impression.