Our amazing receptionist Ivette, also known as Ivy (pronounced E-Vee), who has the important role of creating our WOW! Magic first impressions, recently took some well-deserved vacation time. In order to cover her position that week, we split up each day with different Colleagues covering the front desk and taking on the incredibly important role of creating WOW! Magic first impressions! Below, our Colleague Jodi, Director of Professional Development, shares her experience of making great first impressions, the secret behind them, and why it matters.
Making First Impressions
As I was sitting at the front desk, I had one Colleague comment, “I bet you can’t wait until she comes back!” My response to that was “yes, absolutely, because she knows it all.” It was really a great reminder of how important it is to create outrageously memorable first impressions. And for that, I am thankful for my time at the front desk.
Ivy, our receptionist, is the first impression that many people get of American Training. Every call is important and we want to make sure that they get directed to the right person that can help them. We want to make a great first impression, one that is outrageously memorable, as we say! This is part of our signature WOW! Magic. It is our Way Of Working that is unique, memorable, and inspiring. We want anyone that is calling or has an appointment to have confidence in us, be inspired by our kindness, and leave with a lasting, outrageously memorable impression.
Ivy’s knowledge of the company, kind attitude, and welcoming smile do just that. It’s both as simple and as difficult as that. Sometimes all it takes to make people feel welcome is a kind smile. And no matter how chaotic it gets or what’s going on around her, Ivy is always smiling because she knows she sets the tone for everyone coming in those front doors.
Smiling Sets the Tone
This got me to thinking about how a smile plays such an important role, not just in setting the tone for first impressions, but also in delivering extraordinary customer service. A smile communicates extraordinary customer service. It says, “I can help you!” And in today’s fast paced world of cellphones, gadgets and other distracting items, that bright personable smile you provide will help build rapport and trust which are key ingredients of customer service. Smiling lays down that foundation for future conversations. People want to be with others who smile. They’re more approachable.
The Little Things
The Guests, Students, and Residents we provide services to are our number one priority and we all have to work as a team to be successful at making them know how important they are to us. A smile, a kind word, a little conversation, or a simple thank you can go a long way. It’s all about the little things.
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
We always want to make people around us feel great, important, and needed! So today and every day, go one step further to make a great, outrageously memorable first impression by starting with a smile and taking it above and beyond. Let that smile always be the start to creating unique, memorable, and amazing moments! Or as we say, create some WOW! Magic!