What’s in your Reception?
In my working life I have visited upon many offices, from the very small to the headquarters of global businesses. Reception areas leave a lasting first impression.
It has presented me with a unique opportunity to see how different companies present themselves. Walking into an office environment is a good indicator on how organisations are likely to be presented to and perceived by their customers. Not always, but it is an indicator of their state-of-mind and culture.
I have had the full spectrum of greetings from receptionist: the smiling, welcoming helpful; the “I’m sorry, I really wanted to welcome you immediately but the phone never stops”; to the ‘I really don’t want to be here, its temporary’. The state of reception areas is another matter but more about that in a future article.
It’s usually larger organisations that tend to have a formal receptionist in the lobby. When a company is growing beyond 30-40 employees they start to look at the expense of hiring a receptionist. Of course, if they do make the hire that individual will have a number of responsibilities. In addition to answering the phones they will have to undertake admin tasks. It is the only way to justify the expense of hiring them – the company is growing and with it the scale of admin.
Larger organisations may even have a number of receptionists on desk. Their challenge is to make sure that all visitors are greeted professionally and not kept waiting in a busy lobby whilst also ensuring that these employees have plenty to do and don’t come across as being bored. Yes, I have even seen in large multinationals, receptionists reading a magazine or newspaper as I have arrived.
One of the striking things for me when visiting small to medium sized businesses (or indeed departments of large organisations) where they do not have a receptionist, is the confusing methods used to ‘enter’ the office environments.
I have faced closed doors sometimes with no signs indicating what I am supposed to do and have timidly knocked on the door. Is this the right door? Should I wait until someone comes out? Should I call the person I am supposed to meet?
I’ve even been presented with doorbells and as with the knocking on the door approach; it is always the same unfortunate person closest to the door on the other side that has the tired expression of constantly being interrupted. I feel for those folk! It is also so true in ‘open-plan’ offices where the unfortunate who has the misfortune to have their desk closest to the entry that is disturbed – how do they get anything done in their day?!
Then there are the telephones just outside the door. Some have had no extension numbers, others with old, faded, torn extension lists.
Interesting, illegibility extends to those sign in books or visitor books. I always look to see who has been in today, I’m terribly nosey like that! To be fair to their privacy, most of the time I can barely read what is written! Mind you, I can see how that happens – how many times have I been running late for a meeting whilst desperately trying to write in the sign in book my details whilst simultaneously telling the receptionist whom I am here to meet. I’ve made complete mess of those tear-off visitor badge style books and have to shamefully wear the results to the meeting…..often with that person’s name misspelt!
It was these experiences that led me to believe there must be a better and more efficient way of greeting visitors to an office. One that could:-
1. Streamline the process of connecting with the person I am there to meet whether there is a receptionist there or not
2. Make it super-simple to alert them whilst also capturing all my details accurately (important for fire & safety compliance)
3. Print a clear badge at the same time
There are of course many types of Visitor Management systems available. Key to the small and medium sized businesses is cost (they are probably weighing up the expense of hiring a formal receptionist) and also easy-of-use. Setting up and even customising (eg logo) should be in minutes rather than hours or indeed days. These businesses are too busy to have the resources to ‘learn’ a new system. Yes, “there’s an app for that” and this application better be super-intuitive!
The iPad Receptionist – see how easy it is!