You Never Get a Second Chance

Today, we are in for a treat! I've invited a guest blogger, Gloria Lara to tell us why first impressions are so important for any company or nonprofit.  Gloria has worked in nonprofit organizations, for profits and her own family business as well.  

Let's see what she has to say....

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You’ve all heard the saying “you never get a second chance to make a first impression”  

     

It’s especially true about your organization. When people enter your office for the first time, they can see and feel the culture of your organization by how they are greeted upon entering your doors. This is why it is so important to make sure your front desk area and lobby, including your receptionist, are in tip top shape. Does this mean you have to spend a lot of money on new and modern furniture? No. Thrift stores make the best places to find furniture in good condition at an affordable price.

But that’s not all. What good does it do to have nice, clean furniture if your staff, primarily your receptionist is not professional or quick in welcoming guests to your office? Here are some tips for making the best first impression of your organization:

      1.     Positive phone image - Receptionist, or whoever answers incoming phone calls, should have their smile “heard” when they speak on the phone. Their voice and attitude should follow their facial expression.  It should be business-like, but also friendly and personable. 

          

     2. Professional - In a typical office setting, your receptionist should be professional in appearance, phone etiquette and customer service in greeting your guests. This is regardless of what the dress code may be.

   

3.       Make them feel welcomed. Always practice welcoming host etiquette, making sure to offer guests a seat and a beverage. While they wait in your lobby, make sure to have written marketing materials about your organization. This can include your annual report, organizational brochure, etc. Never miss an opportunity to share your mission with others. 

     

    4. Knowledgeable- Make sure your receptionist is well educated in the services provided by your organization.  All staff must “believe” in the organization’s mission statement. Lack of said belief will show through to those outside of your organization.

   

    5. Self-Promotion- Finally, it’s definitely a plus to have your walls, especially in the lobby/seating area, display your organization’s awards, recognitions or accomplishments. These framed trophies will speak volumes about your accomplishments and give your visitors better insight to your organization’s successes.  

    6. Don't keep them waiting!- If you're running late, let the receptionist know so that your guests can be kept apprised.  Its sufficient to stay you shouldn't keep your guest waiting more than 5 minutes before they can see you. 

     Thank you, Gloria. Simple, but true statements and they go a long way to making a very big difference to your guests.  

If you have questions for Gloria, she can be reached by email at Gloria@delacruzgroup.com. 

  Next time, we will be talking about the 

Executive Director's Report. 

  

What should it contain?  What purpose does the Executive Director's report have to help the board in their governance role?