If you are an organization where volunteers, visitors, students come on site, then having people who are friendly and courteous will serve your organization well. At one of our client sites, we met with the person who was the central receptionist by the main door. When asked what he did, he sheepishly said that he was just the guy who answered the phone. We told him that he really was the Director of First Impressions for the organization. He is usually the first person people meet and his job is important as to making people feel welcomed to the organization. Ever since then, his demeanor has changed, visitors know his name, and he knows who they are.
You don’t get a second chance to make a first impression, and that starts the very second someone walks in the door of your organization. Take a look at some of the great institutions of this country like our universities and museums. They understand the value of doing things right and making people feel welcome. This has paid great dividends for them.
