This is the part where I make my first impression. In those initial ten seconds, the guest gets a precise idea of who is in front of him.
If I interact with a student, I dress casual, if I meet a professional I dress more formal. I choose shoes carefully.
I catch his eye: the simplest way to create contact with him.
I smile. A cup of espresso is a cup of espresso everywhere, but a cup of espresso with a smile makes the difference.
I nod my head. I don't swing my legs.
I turn off the cell phone or the ringtone. I tell it. I make him understand that he is important and that I have put him at the centre of my mind.
I call him by his first name during the most important stages of the signing of the lease. I encourage him to do the same. We are not just anybody, we are Emily and Mark or Brian or Aaron.
I don't interrupt him while he's talking. Silent for a couple of seconds, I finally speak.
I only use present tense verbs. I have abolished the word "problem" and the conjunction "but" from my vocabulary.
I try to avoid criticizing. If I have to, I start with an appreciation. The criticisms cause resentment.
I take my leave of him. The last words are as important as the first ones. The last impression has the same power as the first one.