Do you have a client reception procedure?

Do you have a client reception procedure?

Reception is the face of your business; the first impression you give sets the tone of the relationship with your clients.

1. All clients are to be greeted warmly at reception, using their name where possible. Smile and make them feel welcome.
Good morning, Hermione, how are you today?

2. Introduce yourself to the client if you haven’t already met them.
I’m Harry, the Client Services Manager, it’s a pleasure to meet you.

3. If the client doesn’t have an appointment, see how you can help them or locate the person most likely to be able to deal with their query.
So that I can best help you, what have you come in for today?

4. If the client has an appointment, offer them refreshments or something to read while they wait.
Ronald will be with you in one moment, can I get you something to drink while you wait?

5. Clients should not be kept waiting. Advise the team member the client is here to see that the client has arrived. If they’re running late, provide an estimate of how long they’ll be.
Neville is with someone right now, they will be with you in about five minutes. In the meantime, is there anything I can help you with?

6. If, for reasons outside our control, a client is kept waiting, simply thank them for waiting.
Thank you for waiting, James.

7. Clients are to be escorted to the team member’s office and escorted back to reception at the end of the meeting.
If you would like to follow me, I will take you to Ginny’s office.

8. Thank the client for coming in and say goodbye.
It was lovely meeting you, Lily, see you again soon.

Leaving the client with the best possible impression of your business is key, however, it shouldn’t stop there. It’s not only important to create a good impression, you should also be laying the foundation for a strong, friendly and honest relationship.