Tuesday, October 30th, 2018

Greeting Your Clients and Other Visitors

“The customer experience is the next competitive battleground.” – Jerry Gregoire

First impressions do matter.

When a visitor arrives at your office and walks into your lobby, do they think, “Wow”? Or, do they wonder…. “Where is everybody?”

Do they see a warm and welcoming, space that sends a message of professionalism and attention to detail?

Do they encounter a smiling Director of First Impressions who seems to be delighted that they have arrived?

Do they see a sign on the counter that says, “Welcome to the Firm – Name of person” on their first visit to the firm?

Are they offered a menu that lists all of the refreshments available to them?

Or, does the firm still have an old school feel when you enter the lobby?

Is there is a very small sliding window that separates you from the person that is supposed to greet you?

Is there no one there to immediately greet you?

Do the furnishings look dated?

Are the magazines old?

And the most depressing of all these things, is there one of those service bells on the counter that is used to summon someone?

  • "Every contact we have with a customer influences whether or not they’ll come back. We have to be great every time or we’ll lose them."
  • Kevin Stirtz

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