First impressions do matter.
Seth Godin writes about his recent experience with a receptionist (Link), and has some observations on how this first contact could be made memorable, interesting and important.
I had two immediate thoughts after reading the piece. The first related to the Japanese custom of placing greeters at the front door of the department store….what message are they providing to customers by this action?
Second thought, what happens when everyone has a greeter, and the experience is no longer “special” but accepted as normal business procedure? You would notice if it was not there, and you would notice if it evolved and changed into something different.
Today everyone has a receptionist, it’s part of the normal business procedure, and as Seth points out, it is considered a necessary but usually low paying, low creativity position.
What could you do to change the receptionist and the first impression of your business into something special, different or unusual for the customer to remember?
Why aren’t you doing it?