The client reception service, key to making a great first impression

Every action generates information: disorder, an insecure attitude in service, or a lack of professionalism in carrying out tasks has a negative impact on the company as a whole. On the other hand, uniformed staff or those dressed appropriately, a polite and friendly attitude, the spirit and quality of the service, and the optimal condition of the reception are some of the variables involved in projecting a positive image of the company.

However, employers face the issue of not having enough time or resources to control this professionally, whether because it is not their main activity or because they do not have the time and expertise that such a specific activity requires.

It is vital for any company today to pay special attention to the quality of its welcoming or reception service, since, in that first interaction, the client can perceive the type of relationship they will have with the company. Upon entering the offices, they will form a preconceived idea that will be difficult to change. For this reason, more and more companies are deciding to outsource their reception to a specialized provider to showcase the best version of their business from the very first point of contact.

The keys to excellent reception service

1. The greeting and smile as a calling card

A cordial and friendly greeting must never be missing when someone walks through a business’s door. It is important for the person attending to introduce themselves, paving the way for trust, to welcome the visitor and ask how they can help.

When we address someone, not only does what we say matter, but also what we convey through our non-verbal language. During these interactions, the body should be relaxed, maintaining eye contact and avoiding crossing arms, as this denotes a blocking attitude. Likewise, the reception team should always display a smile. It is a universal, friendly, empathetic, pleasant gesture… It transcends all language barriers and is understood and valued by everyone.

2. Personal appearance at the reception

The appearance of reception staff is crucial, regardless of the business; a company’s image corresponding to its culture must be established. Carefully choosing uniforms and ensuring that receptionists present a flawless appearance is essential. If uniforms are not required, it is advisable to specify very clearly what attire is permitted.

3. The importance of training to reinforce the customer service culture

During the first point of contact with a client, all the good image projected beforehand can crumble if there is no real culture of service. Real success is determined by the person behind the phone and the reception desk. Professional client service, both external and internal, is reflected in the good disposition of this type of staff, but also in the training they receive: excellence in telephone service techniques, quality of customer care, handling and distribution of mail, reception image, etc.

4. Service continuity during staff absences

It is common in many companies for receptionists to be replaced by employees from different departments, without prior notice or training, or by temporary staff, sometimes even unaware of the job altogether. However, specialized providers guarantee to always have someone already trained for the position, with strong command of the duties required. In this way, quality standards are maintained and valuable time is saved by not having to repeat trainings.

5. The value of keeping the reception organized and clean

The reception area in a company is a place of utmost importance for conveying the corporate image and for the comfort and functionality of the employees working there, as well as being a space for welcoming visitors. Reception is a place of transit and temporary waiting, so these professionals must keep it tidy and clean to project a professional image.

It is proven that the first few seconds determine that first impression for the client, and the attention that follows will define the image they have of you and your company.

At Armonia we know that having a quality reception service is a competitive advantage for your business, since, as we have seen, the professionalism of this staff makes their activity much more effective. This ensures that the image of your business in your clients’ minds improves positively. That is why we provide outsourced services with the best professionals trained to welcome your clients and make the best impression. They will make visitors feel welcome and ensure they enjoy their visit to your premises.

Armonia, experts in Facility Solutions, was created with the mission to offer a human, professional, and high-quality service to the most demanding clients, through a set of solutions linked to the workplace and to property and building maintenance: Corporate reception, Support & access control, Cleaning & logistics, Security & protection and Special Employment Centre.