Additional Thoughts on the Receptionist
Take a look at Michelle Golden's thoughts on reception ideas (she is pulling from Seth Godin's blog post). Both posts are outstanding.
I've walked in to my fair share of offices where the receptionist looked and acted unhappy. I couldn't help but wonder if working there was what made her that way. The opposite is true when I see a really delightful receptionist. If the receptionist, who is my first exposure to the office, conveys a client-centered focus, I'm certainly fully justified in suspecting the rest of the office will, too.
Here's an off-the-wall thought. We all have bad days. If your receptionist is having a down day, consider switching jobs for the day with someone else. Have the receptionist do some back office work, and give somebody else the chance to cover the reception area. It's extremely important that the visitors see something positive first. Here's another idea: send them off for a 30-minute pedicure. The special treatment will make them feel so special they'll probably reciprocate with visitors!!
We've been kicking around ideas about how to make people feel welcomed on arrival. What about when they depart? Proactively offering directions or offering to call a taxi for them? If they left a coat upon arrival, maybe drying it off and de-linting it for them while they're in their meeting (make sure you discretely mention you did it or they may not notice). Offering weather protectors for papers they're taking with them. The possibilities go on.
If their first and last impressions are pleasing, they're highly likely to want to return.
