Think about the last time you had a bad experience as a visitor to a facility: Maybe you felt unsafe about giving out your information while checking in, the person greeting you wasn’t helpful, or you sat alone in a lobby or conference room for an eternity with little to no communication. If you experienced any of these problems, your impression of the organization is likely less than stellar.
A visitor’s first impression of your company starts the minute they walk through your door. And if it’s negative, it can hurt your ability to do everything from attract top job candidates to retain great clients.
Luckily, it’s fairly easy to correct this issue. Here are five things you should do immediately to improve visitor experience.
1. Streamlined Check-in Process
The old days of “line up and wait” are gone. Hotels are a great example of the new and improved check-in processes. From a completely customized greeting to checking in “at your leisure,” guests at hotels, businesses and beyond are experiencing a spectrum of approaches mixing new technology with exemplary customer service.
Individual kiosks or iPads connected to visitor management software provide visitors a self-service method of checking into your facility and can help with the little details that so often make the experience less enjoyable. Upon arrival, an email, text message, or Slack notification can be sent directly to the visitor's host, and a visitor badge can be printed automatically. Once their visit is complete, the visitor can also check out using the kiosk or iPad, eliminating the need for an employee to complete this task.
2. Streamlined Security
The 2018 Identity Fraud Study released by Javelin Strategy & Research found that in 2017, 16.7 million Americans were victims of identity theft, up from 15.4 million in 2016. And nearly 2 million Americans are victims of workplace violence each year, which includes everything from physical attacks to threats, harassment and intimidation. The traditional pen-and-paper sign-in sheet just won’t cut it when it comes to protecting your employees, guests and property.
But maintaining security without inconveniencing your clients is a challenge. Technology can help you achieve that balance. Plus, it offers additional benefits like managing visitor documents and receiving immediate alerts for unwanted guests.
Ask us how to use iOFFICE's visitor management software with your company badging system to secure your workforce.
3. Consistent Reception Etiquette
Receptionists are the first and last ambassadors for your company — and they have the ability to make or break a visitor’s opinion of your company. Help your receptionists offer a consistently positive impression by reinforcing etiquette. Here are a few things to consider.
- Dress code. A uniform or uniformed clothing creates a professional look tailored to your company brand and culture. The Hilton Sydney Hotel Sydney in Australia also includes a full-length mirror next to their employees’ door to promote pride in their appearance.
- Scripted greetings. Welcoming words literally set the tone for a client’s visit. A salutatory script should include a friendly greeting, acknowledge the visitor’s value, identify the person speaking and offer assistance. And most importantly, it should sound genuine.
- Require regular training. Being on the front line can be intimidating. Make sure receptionists understand your company values, brand and approach by investing in regular training. This will give them the confidence to interact with any client who walks through the door.
- Automate. Eliminating time-consuming paperwork reduces interruptions for front-office staff and unchains your receptionist from the front desk. This helps your receptionist create a more engaged experience for your client.
4. Pre-Visit Communication
The interactions you have with a guest before their visit are just as important as their experience in the office. Why not start to establish a positive relationship with your guest before they even enter the building?
With visitor management software, all of your visitor's information is easily accessible and archived, which allows employees to stay on top of any documents or details that should be sent over to guests ahead of time. This not only creates a more personalized experience, but it also helps make the visit a more productive experience.
5. Wayfinding Software
We rely on multiple apps to guide us through city streets, recommending the best routes and offering information on nearby restaurants, gas stations and shopping. Why not apply this technology to your corporate campus? Having clients use wayfinding software allows them to take control of their experience by navigating their environment in a more adaptive, personalized manner. The benefits of interactive wayfinding include:
- Reducing the requirement for staff to help direct visitors to their location
- Searching an interactive directory instead of a static list allows people to filter large lists of names alphabetically, by department, position, etc.
Creating a first-class visitor experience for your guests should be a priority for your business. New advances mixed with timeless practices can produce a positive encounter for each visitor. With a first impression that is efficient, personal and secure, new clients and potential employees will definitely be saying hello more than once.