First impressions really do count…

As we face the challenges presented by the current economic conditions, we cannot overlook the small details that could make or break us. One such seemingly small detail became glaringly obvious at a meeting I recently attended. It wasn’t the meeting participants or the subject matter that was disturbing – it was the welcome I received when I walked in the door.

Have you walked into an unknown place and not know what to expect? Did you find yourself somewhat relieved when the welcome was warm or were you a little more anxious because the greeting was so uninviting? When the welcome is warm and you feel welcome, your perception of the company is probably more favorable than it would be in the uninviting situation. What threw me a curve was I walked into a situation that I thought was going to be warm and wonderful but the receptionist was so cold and uninterested, I was shocked. She didn’t even look up when I walked in and continued to stare at her computer with another employee, who also didn’t look up. Finally someone else greeted me as they walked by. Definitely didn’t set a good stage for the meeting that was to come.

In this case, I wasn’t a customer but what if I was? I don’t think I would be all that willing to establish a relationship with a company that couldn’t even display common courtesy when I walked through the door! Think about the world of retail. I know which stores have more attentive sales associates and I do try to go to those stores as much as possible. Same for restaurants! I want a server to be attentive and friendly and I will avoid certain places that have “bad service.” Why should our businesses be any different?

A local company I am very well acquainted with embraces this philosophy. Their receptionist has the title, “Manager of First Impressions.” Talk about managing business acumen – they get it. The next person through their door could be a customer walking in, a banker to talk about business loans or even a business reporting looking for a feature story – they don’t know and they don’t want to take any chances.

Remember, your receptionist is not only the first face your visitors see when they arrive, they are also one of the last faces they see when they leave. Don’t let your opportunities walk out your front door. Take the time to understand the full visitor experience.

Disclosure of Material Connection: I have not received any compensation for writing this post. I have no material connection to the brands, products, or services that I have mentioned. I am disclosing this in accordance with the Federal Trade Commission’s 16 CFR, Part 255: “Guides Concerning the Use of Endorsements and Testimonials in Advertising.”