You may have heard of the marketing expression for one of the largest grocery store chains, “Publix – where shopping is a pleasure”. I, personally, enjoy shopping at Publix because it truly is a pleasure when I am acknowledged as a valued shopper and greeted with a smile when going through the checkout line. The friendly greeting that is offered and the genuine interest and eye contact is so refreshing!
Whether you are shopping for food at a large grocery store or walking into a company where you are greeted by a person at the front desk, your level of satisfaction and entire experience can be made or destroyed by the method in which you are acknowledged. It is critical to ensure that your front desk has the right person sitting behind the desk at all times. Secretary, receptionist, administrative assistant or office manager are just a few titles that are assigned to this critical position. The employee sitting at the front desk most often helps set the tone for your clients’ visit and can turn away potential clients with just a few ill-chosen words or make them feel they have truly come to the right place for their needs.
A front desk employee with a friendly disposition and a genuinely eager-to-help attitude in any company (large or small) is vital to its’ overall success. This person is the face of the company whether it’s through answering in-coming calls, placing calls to clients or ensuring that everyone walking through the front door is greeted in a positive and welcoming manner. Providing eye contact lets them know they are special and that it matters that they walked through your doors. The same holds true for when they leave your offices. The time they spent at your business and the manner in which they are acknowledged upon departing makes a lasting impression.
Just as important as the fashion in which your clients and guests are greeted, is the knowledge that the person at the front desk is equipped with about your business. Whether greeting a vendor stopping in to drop off a business card or guests who are inquiring about your products and services, this person has to be able to provide clear direction and offer valuable assistance in a confident and timely manner.