Director In Charge of First Impressions

I recently visited a huge accounting firm in Atlanta to meet with their dental division. I was very impressed with the level of customer service demonstrated by everyone I met, starting with my initial telephone conversation. Most impressive was their “gatekeeper,” Sandy, positioned at the main desk located in the entrance area to the huge suite of offices. In the middle of Sandy’s desk sat a large name plate which stated her job title, “Director In Charge of First Impressions.” What a perfect description of her MOST important job duty. Plus, what a wonderful way to set the tone for all interactions that will follow.Sandy obviously understands the importance of her making the best first impression possible as her firm’s representative to potential new clients. Isn’t your receptionist the director in charge of first impressions in your office? And at times, isn’t every member of your team a “co-director of first impressions?”

Not only do I love this job title, I love having a plaque or sign stating it. What a wonderful reminder to your receptionist(s) what their main job duty is. Just as importantly, the sign sets a positive tone when new, or potentially new clients see the  title  and  comment on it.
What do you do at your office to create a positive first impression? Do you have someone like “Sandy” at your front desk?

Dr. Mike Goldstein
Goldstein Management