First Impressions Count: Receptionists Can Make Or Break A Brand Experience

I’m not a huge Little Britain fan but I can’t help but laugh at the Carol Beer sketches.  Partly because I’m just astounded by the rudeness of the woman and partly because, in some ways, it rings true. 

I’ve had a few experiences with “Carol Beer” and it leaves me thinking that they’re either having a bad day or they truely dislike their job.  Either way, the reality is that 9/10 your receptionist is the first person your customer or prospect will see when they walk through the door.  Do not be mistaken…they can make or break a brand experience.

Tribal Tips:  So how do you avoid “Carol Beer” mentality in your business?

1. Keep them informed:  Make sure your receptionist knows who is coming and why – it puts some context behind why people are there and you just never know what they hear before and after the meeting!
2. Train them up:  Take time to educate your receptionist on what the business does, why and who for.  Involve them in messaging programs – they could be networked to your next prospect!
3. Be friendly:  Don’t dismiss them when you walk in every morning.  They know everyone and see everyone and your personal brand isn’t worth tainting.
4. Hire carefully:  The receptionist is the Director of First Impressions for your business.  Attitude, tone, professionalism and personality of the candidate will reflect your brand.  Choose wisely.