Director of First Impressions

Director of First Impressions Have you ever watched customers as they pull into your parking lot? Do they have to search for the office entrance? I have wasted precious time at warehouses when picking up parts for a service tech wondering, "How do I get in this building?" A sign that reads, "Office" in the window or over the door sounds simple but it will quickly and easily direct your customers to someone who can help them. When was the last time you saw a "welcome" sign in a hotel lobby? A welcome mat or sign at the office entrance is essential for any retail business. The word, "Closed" does not appear on any of our signage because it has a negative connotation. The sign that displays our hours reads: Open 8-5 Mon-Fri, Sat 8-12. A sign on our CSR's desk just inside the entrance reads, "Wilma Roth, Director of First Impressions" along with a stack of business cards that bear her name. The first person to greet a customer is always your Director of First Impressions! Our office has a pleasant scent due to a small device that releases a fragrance several times an hour. (Not everyone likes the smell of ethyl mercaptan as much as we do.) A small dish of old-fashioned, Double Bubble gum is on the counter for customers to enjoy. Appealing to as many of the five senses as possible creates a pleasant experience for our customers. If someone is speaking with a customer, that employee introduces them to any other company personnel who happen to walk by during the conversation which adds to the pleasant atmosphere. We're not Disney World, but we make sure by the time a customer leaves our office that we have done everything possible to make their visit a positive experience.