The First Desk

by Mona Piontkowski www.SeminarInformation.com

How often do you come to work in the morning, clutching your lunch in one hand and car keys in the other and just walk past the front, reception desk without giving the receptionist even a nod hello. We often overlook probably one of the most valuable members of the team -  the front desk person - the first impression our company is going to make with almost any of our customers.

In many companies the front desk person or receptionist not only greets visitors in person but also answers the phone and directs the calls to the appropriate person. Since this vital representative of a company is not usually the highest paid member of the staff we often undervalue their importance. First of all, the physical appearance can make or break a  companies' image- who needs one of the latest "brat pack" sitting in a crop top, hair dyed a deep purple popping their gum sitting at the front desk of any company.  The Essentials of Managing the Front Desk (http://www.seminarinformation.com/event/21312) covers image as one of the essentials of a good front desk person.

Any company wants to assure themselves that they are making points with any customer who calls or comes in. Companies should therefore consider spending some training dollars on their "front line". The Outstanding Receptionist ( http://www.seminarinformation.com/event/23194) or  How to Excel at The Front Desk  (http://www.seminarinformation.com/event/23181) would be a good investment.

Dealing with pleasant customers who want to buy your product or have a simple question should be easy for the front desk person - you need a person with a winning, pleasant personality and voice. Nothing worse than getting an obviously annoyed, obviously disgruntled employee answering your companies' phone. Yes, this is a company I want to do business with - just can't wait to call up the front desk and be berated, insulted or ignored. Pam on the TV show The Office is the ideal front desk person - she's pleasant, despite having an obvious idiot for a boss, and she handles any situation with tact and aplumb. Wonder if she's looking for a new job?????

Comments

[Mike Wagner]

You are exactly right about the power of the front desk.

So often we ignore the crucial moments of truth that happen daily in the marketplace.

They add up! Resulting in either a strong brand or a weak one.

I really like your emphasis on acknowledgement and respect for the person working the front desk.

Giving respect to that person is a great place to begin establishing a culture that knows how to meet and work with the public.

Keep creating,
Mike