Part 3: The First Five Minutes (a.k.a. "Do We Have Chemistry or Am I Escaping Through the Bathroom Window?")

Woohoo! You made it to Part 3 and you're still reading! So you either love this series or need serious dating advice.

If you didn't actually read Part 1 and Part 2, you really should because without them, you're missing the grooming tips and the whole before-you-even-say-a-word-first-impression thing.

If you did read them and your blind date didn't crash and burn in the first 30 seconds… congrats  You survived the first impression.

Now comes the real test: The first five minutes.

1. A Clear Check-In Station

Remember in Part 2 when we talked about clear expectations? A clearly marked check-in area does exactly that. It removes the uncertainty of "where do I go, who do I talk to, am I interrupting? I'm just going to sit here and awkwardly wait until someone looks up, or I die. Whichever comes first."

Without one, it'd be like showing up at your date's house and there's no doorbell or knocker. There's no sign of life, and you're just standing there like, "Hellllllooooo, anyone home? Is this a prank? Wait, Brad???"

A check-in station quietly communicates:

• We're organized.
• We're happy you're here!
• You're in the right place.

And it says "We've been expecting you" in a normal way—not in a horror-movie disembodied-voice way.

2. Avoid Awkward Confusion Right Away

You're finally face-to-face with the customer of your dreams, and the smile, the welcoming gesture, and getting their name right all did their job to help them feel more comfortable. On a blind date, this is the small talk and pleasantries moment.

In customer service, it's more of a "time is money so let's get down to business politely" moment.

This is where open-ended questions do all the heavy lifting and actually invite your customer into a two-way conversation:

Hair salon: "So what are we thinking today?"
Restaurant: "What are you in the mood for?"
Spa or wellness service: "How can I help you feel your best today?"

Get them to talk. That's the whole trick. When someone gets to actually talk about themselves and what they're looking for, they feel heard, involved, and hopeful that this isn't going to turn into some awkward one-sided conversation that's a waste of their time.

Ask a clarifying question or two. Ask them to show you, if they can. Repeat back what you heard. Make sure you're actually on the same page before you start working.

Something as simple as: "Okay, so you're looking for something low-maintenance but still polished — did I get that right?"

We've all heard about (or been on) a date that went nowhere fast because the other person wouldn't stop talking about how great they are long enough for you to tell them anything about yourself and feel a connection. You know, the date where you're secretly texting your best friend to call you with an "emergency."

Asking questions and showing an interest in your customer builds trust fast, because people love talking about themselves, but they love feeling understood even more.

And if they don't feel that? They won't come back. Even worse, they'll tell all of social media exactly why: "It was awkward and they didn't listen." That's the whole review, right there.

3. The Talk (Don't Be THAT Awful Blind Date Story)

Your customer wants your guidance, so once they open up about what they're looking for, don't just dive in like a contestant on a timed cooking show.

Pause.

Is what they're asking plausible, and is it — in your expert opinion — what's best?

The worst (best?) blind date stories almost always go like this:

Friend 1: Ugh, he wouldn't stop talking about what a big shot he is, and how great he is, and blah, blah, blah. He even ordered for the both of us, and of course, it was something I hate.

Friend 2: Why didn't you say something?

Friend 1: It was just easier not to make a fuss. It was fine. I just ate the green beans and acted like I liked the fish.

Here's the thing: you're the expert. That's why people want to spend time with you instead of sitting on the couch. Too often, it feels easier to just go all in with "the customer is always right" idiom, even when you know it's wrong. Or, conversely, lean into "I know what I'm doing, not them" mentality.

If you were to go into a tattoo parlor, you would want the tattoo artist to tell you the truth about the feasibility of what you want, where you want it, how big you want it, etc, and be honest with you about how long it will take and how much it'll hurt. You want to feel like they're collaborating with you on a piece of art that you're going to wear for the rest of your life. You are giving them your hard-earned money and trusting them with your skin.

Your customers want that same guidance from you. And here's the kicker: when you show you're invested in their happiness with your service and not just looking for another sale, they'll step out of that awful date persona themselves (hopefully) to be honest about how they feel about your recommendations.

Don't get me wrong, your customer can just as easily be the know-it-all bad date. If you've seen Legally Blonde, you might remember the story Elle tells in court about her sorority sister who got a perm, even after they all told her not to (she didn't have the bone structure for it like Chutney did). There's a cardinal rule: no water on your hair for 24 hours after a perm, or you risk deactivating the ammonium thioglycolate. She broke the rule at a wet t-shirt contest, and all that time in the chair and money spent went down the drain — literally.

Some people might think "serves her right for not listening," but as the expert, it's your job to tell customers when something they want is not right for them, won't turn out well, or just isn't a good idea and offer alternatives. Even if the customer walks out or you have to walk away from the sale, it's worth it in the end.

Wherever your talent lies, your customer is going to leave you and go out into the world carrying your work with them. If you don't gently push back (and I do mean GENTLY), they'll be a walking, talking advertisement to either avoid you and your business, or run — don't walk — to get the same service from you.

So don't risk becoming a blind date horror story someone tells their grandkids someday. Have "the talk," and then you can ease into date-appropriate topics, if they seem open to it. Just don't skip straight to the small talk — that's how you end up giving someone a perm when they just wanted a trim.

At the end of the day, your customer just wants to feel guided, understood, comfortable, and confident. Get those right, and you've already out-performed Brad, who is probably watching your every move and taking notes.

In Part 4, we'll talk about what happens after the first few minutes and how to keep the momentum going by creating comfort throughout the entire date — I mean, experience. We'll also look at how to avoid the dreaded mid-appointment silence (you know, the one that feels like a first date where both people suddenly forget everything they've ever done in their life).

Stay tuned

Want walk-ins to feel welcomed before they even walk in the door? That’s the problem EnRoute is built to solve.  Learn more about EnRoute.