Directors of First Impressions

I love the title "Director of First Impressions".

I've seen this nameplate at several offices and the receptionists seem to love the designation. It's a subtle reminder of their value.

In many welcome center offices for 50+ housing and senior living commuities, computerized systems may be used more frequently and in some ways this is a shame.

A live person can set a welcoming first impression....or not. In mystery shopping many communities both by telephone and visiting on site, I find the personnel selected as a Director of First Impression need some polishing.

A few tips:

1. Say the name of the community....your name....and a greeting. Good morning. This is (name of community) and (name of person) speaking.... or Thank you for calling (name of community) this is (name of person) speaking.

2. Speak slowly and clearly.

3. If person needs information regarding sales/marketing/care, the persons who handle these calls should be predetermined. Smaller communities may funnel calls to an administrator or director of nursing or both. The person answering the phone may also be the person providing information. If this is the case, they should provide their title or information as to their role so the caller knows to whom they are speaking.

4. It's much more important to get a tour than provide a laundry list of features and services.

5. Ask about the family's situation/parent's name and use the name at least once in the conversation.

6. A call is an opportunity to start a relationship and make a good first impression.

These few tips may help Directors of First Impressions.