The Science of First Impressions

**Sources (with links) used for this article are compiled at the bottom. These sources would also be good for further reading/research into the topic.

When you meet a new client, it only takes a few moments for them to form an opinion of you. In fact, people start making judgments within seconds (or even fractions of a second) of a first encounter. For real estate agents and mortgage loan officers, those first few seconds in front of a prospect can heavily influence the level of trust and comfort the client will have moving forward. A positive first impression can plant the seeds of a loyal client relationship, while a negative one might create doubts that are hard to overcome. This article will explore how factors like body language, tone of voice, and other small details shape client trust and loyalty. Along the way, we’ll share practical tips you can use to put your best foot forward when meeting prospects for the first time.

Why First Impressions Matter

First impressions set the tone for your entire relationship with a client. Psychologists have found that we form impressions incredibly quickly, often within the blink of an eye. In one Princeton University study, participants judged traits like trustworthiness and competence from seeing a stranger’s face in as little as 100 milliseconds. In other words, before you’ve even said “hello,” the other person is already picking up signals and forming an opinion about you.

Once that opinion is formed, it tends to stick. We humans are wired to notice cues and then seek out information that confirms our initial gut feeling. That means if you start off on the wrong foot, you might unintentionally reinforce a bad impression simply because the client is now on the lookout for flaws.

Snap Judgments

Because these snap judgments happen so fast, it’s important to be intentional about how you present yourself right from the start.

A friendly smile or a confident greeting in those first few seconds can tip the scales in your favor.
On the other hand, a poor first impression, perhaps coming off as disinterested or unprepared, can raise mental “red flags” for the client.

They may become hesitant, less communicative, or even skeptical of what you say next. For professionals whose business relies on trust (like agents guiding someone through a major transaction or loan officers handling sensitive financial matters), trust is currency.

A good first impression helps you begin building that trust immediately, making clients more receptive to your ideas and advice. A bad first impression, however, puts you in a hole that you’ll have to dig out of over subsequent meetings (if you get a chance to have them at all).

You only get one shot at a first impression. It may not be fair that people form opinions so quickly, but it’s a fact of life. The great news is that by understanding the science behind first impressions, you can take concrete steps to stack the odds in your favor from the moment you meet a new prospect.

Body Language Speaks Volumes

It’s often said that most communication is nonverbal, and indeed, your body language can speak louder than your words in a first meeting. Clients will “read” your posture, gestures, facial expressions, and overall demeanor to gauge your confidence, sincerity, and approachability.

You want to send the right message before you even start talking business. Consider what your body language might be telling a new client:

Are you standing tall and looking them in the eye, or avoiding eye contact and shuffling your feet?
Are you smiling and offering a firm handshake, or do you come off as tense or distracted?

These physical cues make an immediate impact. For example, if you greet someone with an authentic smile and a confident handshake, you instantly project warmth and credibility. But if your arms are crossed or your shoulders slouched, you might inadvertently signal disinterest or insecurity. The client will pick up on those signals, even if it’s on a subconscious level.

Control & Improve Body Language

The good news is that you can control and improve your body language with a bit of practice and self-awareness. Start by being mindful of your posture and expressions when you meet clients. Simple things like standing up straight and keeping an open posture (facing the client, arms uncrossed) can make you appear more approachable and trustworthy.

Good eye contact is also important. It shows that you are focused and engaged with the person in front of you. If eye contact feels awkward, try this trick... maintain eye contact as you’re listening, and naturally break and reconnect it when you speak or take notes, so it feels balanced and comfortable.

Handshake & Smile

Finally, don’t forget the power of a handshake and a smile. A handshake is often the first physical contact you have with a client, and it can communicate confidence. Aim for a firm (but not bone-crushing) handshake to convey that you’re self-assured and glad to meet them.

Pair that with a warm smile. People tend to trust someone who smiles genuinely at them – it makes you seem friendly and welcoming. Just be sure your smile is natural and relaxed. An over-the-top grin that never fades can seem forced. The goal is to appear positive and confident, not nervous or overeager.

Body Language Tips

Make eye contact and smile when greeting your client. This shows you’re happy to see them and helps establish an immediate connection.
Stand or sit up straight with shoulders relaxed. Good posture conveys confidence and professionalism (while slouching can suggest the opposite).
Offer a firm, confident handshake. A solid handshake can create a feeling of trust and respect. Just avoid gripping too hard. You want to show confidence, not dominance.
Keep an open posture. Avoid defensive stances like crossing your arms. Instead, face the client, use natural hand gestures when talking, and nod when listening. An open, engaged posture signals that you are approachable and attentive.

The Power of Your Voice

How you sound is another major part of the first impression you make. Even if you say all the “right” things, your tone of voice and speaking style will heavily influence how your message is received. A warm, confident tone can build trust, while a flat or hurried tone can detract from it.

In fact, research suggests that people form impressions from vocal cues almost as quickly as from visual cues. One study found that hearing someone say just “hello” on the phone was enough for listeners to form consistent opinions about the speaker’s personality, including whether they seemed trustworthy, in under half a second.

Use Voice to Your Advantage

To use your voice to your advantage, focus on two things:

What you sound like (tone, pitch, pace)
How clearly you communicate

First, aim for a tone that is friendly and confident. You don’t need a radio announcer’s voice. You just need to avoid sounding monotone or uncertain. Speak with some energy and warmth, as if you’re happy to be talking with the client (which hopefully you are!). If you naturally have a very deep or very high voice, you don’t have to completely change it. Just be aware of how you come across.

Interestingly, studies have noted that people with slightly higher-pitched voices often come across as more friendly and trustworthy, whereas an extremely low, flat voice might seem intimidating or disengaged. Don’t mumble or drone. Vary your tone enough to show enthusiasm for what you’re saying.

Next, consider your pace and clarity. In a nervous first meeting, some folks tend to speed up their speech without realizing it. If you talk too fast, the client may have trouble following you or might sense your anxiety. On the other hand, speaking too slowly or with a lot of pauses can come across as unsure or unprepared.

Strive for a clear, steady pace. It can help to take a breath and pause briefly between sentences or key points. This not only prevents you from rushing, but also gives the client a moment to absorb what you’re saying.

One more subtle but important aspect of tone is inflection, especially at the ends of your sentences. Pay attention to how you finish your statements. If you have a habit of raising your pitch at the end of a sentence (sometimes called “upspeak”), it might make your statements sound like questions. For example, saying “I look forward to working with you?” with an upward inflection can accidentally signal uncertainty. It’s better to let your tone fall or stay level at the end of sentences when you’re making statements. This makes you sound more confident and sure of what you’re saying. Small tweaks like this in your speaking style can change the way clients perceive your confidence and credibility.

Tone of Voice Tips

Speak clearly at a measured pace. Don’t rush through your words. Speaking a bit more slowly (while still sounding natural) helps you come across as calm and confident.
Use a warm and inviting tone. Let your voice show a bit of enthusiasm for helping the client. Avoid a monotone delivery. Slight changes in pitch and emphasis keep the listener engaged.
Finish statements confidently. Try not to let your sentences trail off or turn into unintended questions. Keep your tone level or downward at the end of a thought to project certainty.
Match your volume to the setting. In a quiet office, a gentle, calm voice works best. In a noisy environment, you may need to speak up. Either way, aim for a volume that is easy to hear but never aggressive.

Small Details Make a Big Difference

Beyond your body language and voice, there are a lot of little cues and behaviors that collectively shape a client’s first impression. These small details might not seem important on their own, but together they send a strong message about your professionalism, reliability, and respect for the client. Paying attention to these things can give you an extra edge in building trust quickly.

Punctuality

One of the simplest yet most important factors is punctuality. Arriving on time (or a few minutes early) to a first meeting shows that you value the client’s time. If you’re late, even by a bit, it can signal disrespect or disorganization, putting a dent in trust before the conversation even begins.

Preparedness

Along similar lines, being prepared for the meeting is a small detail that speaks volumes. Do your homework on the client and have any necessary materials or information ready.

For a real estate agent, this might mean knowing which listings might suit the client or remembering personal details they shared with you earlier.
For a loan officer, it might mean being ready with relevant loan options or having reviewed the client’s basic financial info if provided.

When you can jump right into a meaningful conversation without fumbling around, the client will feel that they’re in capable hands.

Appearance

Appearance is another detail to consider. You don’t need to look like a runway model, but you should present yourself in a way that builds confidence. Dressing in professional attire that’s appropriate for your industry and location is a given.

Beyond clothes, pay attention to grooming, things like clean shoes, neat hair, and fresh breath. These might sound like minor points, but a sloppy appearance can be distracting and may cause a client to question your attention to detail in other areas.

On the flip side, a polished appearance tells clients that you take your role seriously and respect the meeting. It can subtly reinforce the idea that you’re competent and organized.

If you’re not sure what “appropriate” dress is for your context, err on the side of slightly more professional for the first meeting. It’s easier to dial it down in future meetings if you find the environment is more casual than you expected, than to overcome a poor impression made by underdressing.

Setting & Logistics

Also, think about the setting and logistics of the meeting. If you’re meeting in your office, what does the waiting area or conference room look like?

A clean, well-organized space (and a friendly greeting from a receptionist, if you have one) can make a client feel more comfortable and confident in you from the start.
If you’re meeting over coffee or lunch, choosing a quiet, convenient location shows consideration.

Even details like offering the client a glass of water or a coffee when they arrive, or ensuring your phone is on silent mode, contribute to an impression of professionalism and thoughtfulness.

How You Make Them Feel...

Finally, and perhaps most importantly, remember that first impressions are also about how you make the other person feel. One small but powerful way to create a positive feeling is to use the client’s name and acknowledge them as an individual.

Something as simple as, “Hi John, it’s nice to meet you in person,” personalizes the interaction. Throughout the meeting, focus on the client more than on yourself.

Ask open-ended questions about their needs and listen attentively to their answers. This shows that you genuinely care about helping them, rather than just making a sale or pushing a product.

Small behaviors like nodding while they speak, pausing to let them finish their thoughts, and responding to what they’ve said (e.g., “I understand, that’s an important goal for you”) demonstrate that you’re paying attention. These gestures build rapport and trust because the client feels heard and valued.

In contrast, if you interrupt frequently, check your watch or phone, or jump straight into a hard sales pitch, the client may feel like you don’t care about them, and that’s a recipe for lost trust.

It’s often said that people may forget what you say, but they remember how you made them feel. In a first meeting, you want them to feel respected, understood, and confident that you’re the right person to guide them.

“Little Things” Tips

Be on time (or early). Punctuality sends a strong signal that you’re responsible and that you respect the client’s schedule.
Dress for success. Wear clean, professional attire that’s appropriate for meeting a client. Pay attention to grooming and hygiene. A neat appearance helps bolster your credibility.
Come prepared. Know the client’s basic information and have any relevant documents or knowledge at your fingertips. Preparation shows competence.
Greet them warmly and use their name. A friendly “Nice to meet you, [Name]” makes the client feel acknowledged as an individual. It creates a personal connection from the start.
Practice active listening. Let the client do much of the talking about their needs and questions. Listen without interrupting, maintain eye contact, and respond to their points so they know you understand them.
Stay polite and positive. Good manners go a long way. Saying “please,” “thank you,” and maintaining a courteous tone makes you likable. Even if the meeting has some challenges, keeping a positive attitude leaves a good final impression.

TLDR

Making a great first impression is about bringing out your best, genuine self and being mindful of how you come across in those initial moments. Both science and experience tell us that when you project confidence, warmth, and professionalism right away, clients are more likely to trust you. And when trust is established early, clients feel comfortable opening up and working with you, which is the foundation of a loyal, long-term relationship.

As a real estate agent or mortgage loan officer, you can think of a first meeting with a prospect as the first chapter in a book. If you start that story off strong, with positive body language, a friendly voice, and attention to the little details, you set the stage for success. The client walks away thinking, “I feel good about this person. They listened to me and seemed to really know their stuff.” That positive first impression makes them far more likely to choose you over the competition, heed your advice, and even refer friends or family to you down the line.

The science of first impressions gives us a clear message... we may not get to control everything that a client perceives, but we can control a lot of the signals we send. Being aware of those signals and tweaking them in the right direction means you tilt the odds in favor of making a connection and building trust from day one.

So before your next first meeting, take a deep breath. Stand tall, put on a sincere smile, and remember these tips. You’ve got the knowledge and skills. Now let your first impression reflect that. After all, you never get a second chance at a first impression, so make it count!

Sources

Selling Power – "Building Trust from the Start: Why First Impressions Matter" – Explores the psychology of rapid judgments and how positive first impressions foster trust (mentions how nonverbal cues like body language and tone of voice can activate positive responses in a client’s brain).
Psychology Today – "The Psychology of a First Impression" – Reviews research on how fast we judge others. Notably, a Princeton study found trustworthiness is assessed within 100 milliseconds of seeing a face, and a University of Glasgow study found higher-pitched voices were rated as more trustworthy (also discusses the impact of handshake firmness on impressions).
Inc.com – "Want to Make a Great First Impression? Focus on These 2 Things" – Highlights the importance of nonverbal signals and tone. Cites research that smiling boosts perceived trustworthiness (with the caveat not to overdo it) and warns that raising your voice at the end of sentences ("upspeak") can undermine trust.
University of Glasgow News – "New research reveals the secret to making a good first impression" – Press release on a 2014 study showing humans judge trustworthiness in voice recordings within 500 milliseconds. Found that men who slightly raised their tone and women who varied their pitch were perceived as more trustworthy from just a brief greeting.
Investopedia – "How to Impress Clients: The First Meeting" – Article by a financial advisor outlining best practices. Emphasizes that punctuality, preparation, and a professional environment demonstrate respect for clients, and advises professionals to listen with empathy and ask thoughtful questions instead of just touting their credentials. Also underscores the importance of professional attire and grooming in making a solid first impression.
Sylvie di Giusto – "Examples of First Impressions That Sell" (Sales trainer’s blog) – Reinforces that little behaviors make a big impact. Notes that top salespeople use tactics like a well-timed smile, a confident tone, and personal touches (for example, using the client’s name to make them feel valued) to build trust from the first meeting.