A visitor, investor, or employee takes less than a minute to form an opinion about your organization. The impact of this initial moment has a lasting effect on the perception of your brand. In fact, research has shown that 66% of consumers don't give businesses a second chance after a negative first impression.
That's why the front desk experience is crucial. It's often the first point of contact for anyone who enters your building for the first time, and it can make or break their impression of your organization. Top facility managers are leading the charge by investing in your front desk experience to ensure entrants feel welcome, valued, and attended to from the moment they walk in the door.
But it's not just about experience and impression. Your front desk experience directly impacts the organization's safety, efficiency, compliance, and security. This article explores why the front desk experience matters and provides tips on strategies and technology you can leverage.
The Role Your Front Desk Experience Plays in Business
The front desk is the face of any facility, from hospitality to manufacturing plants. The role of the front desk goes beyond just greeting and signing-in guests. It entails a whole range of activities that keep the business running smoothly.
Why a Great Front Desk Experience is Essential
The front desk is the gateway to your business. It's the first point of contact for most people who enter your building. Your reception not only leaves a lasting impression but avoiding crowding and lines at your front desk increases efficiency and enhances security. Here are some compelling reasons why a great experience is essential.
Provides a Great First Impression
The front desk is where clients, investors, job applicants, and others form their first impressions of your business, which stay with them long after they leave. How the front desk operates can directly affect a customer's perception of the organization and its capabilities.
A positive experience at the front desk can go a long way in creating loyalty and inspiring confidence in your organization.
Digital Visitor Log-Ins Speed Up Customer Sign-Ins
An efficient check-in process is critical to a great customer service front desk experience. Long wait times and tedious sign-in procedures create frustration and prevent customers from enjoying their visit. Digital visitor log-ins can eliminate these issues, allowing customers to sign in quickly and easily.
Digital visitor log-ins involve using a tablet-based sign-in kiosk to collect visitor information, replacing traditional paper log-ins. These systems streamline the sign-in process, allowing visitors to complete it quickly while adhering to security and compliance requirements.
An automated front desk reduces errors by generating legible, accurate visitor names. It makes tracking visitor data and keeping visitor information confidential easier. An efficient check-in process demonstrates to customers that you value their time and are invested in creating a positive experience.
Automate Visitor Records for Reporting, Auditing, & Workplace Trends
A major benefit of reception software is automatically creating visitor records. Records with audit-ready paper trails are recalled at the click of a button. This is great for internal reports and meeting audits or compliance standards quickly. No more manual sorting helps reduce the risk of fines while significantly decreasing lost time attempting to find and present reports.
Another benefit of recording visitor information is tracking workplace trends. Recording visitor information can provide valuable insight into the pattern of visits to your workplace, the type of visitors, and the duration of their stay.
For example, if visitors are spending a lot of time waiting in the lobby, you can reevaluate your front desk process and make changes to reduce wait times. Suppose you notice a steady flow of visitors at a certain time of day. In that case, you can adjust scheduling or increase the number of visitor kiosks available to better suit the demand.
Ease Compliance with Industry Standards
In today's world, businesses must comply with many legal requirements. Front desk representatives can help businesses comply with these legal requirements and standards by ensuring that all visitors provide the necessary information during their visit.
For instance, if your business requires visitors to sign a waiver or non-disclosure agreement, you can add that to the visitor sign-in flow. Your front desk reception software replaces the need to wait on a person to enforce and collect documents. Instead, e-signatures and agreements can be collected through the kiosk or even in advance using visitor pre-registration software. Recording visitor information can be a valuable tool for keeping your business compliant with industry standards and legal requirements.
In some industries, compliance standards have more advanced requirements and strict penalties. For instance, following the ITAR compliance checklist helps avoid fines of up to $1 million per violation. This approach uses tools like visitor screening software during the visitor sign-in process. The kiosk can verify who is checking into your facility, running their names against internal and government watchlists.
Automation is the Future of the Front Desk Experience
The front desk experience plays a critical role in shaping the perception of your business. As the first point of contact, the front desk can make or break their overall impressions of your brand. Therefore, it's imperative to invest in the front desk experience and ensure that it is seamless and efficient.
One way to improve your front desk experience is by leveraging automation. With an automated front desk, you streamline the check-in process and free up your staff's time to focus on more important customer interactions. This leads to increased customer satisfaction and loyalty.
At iLobby, we provide a state-of-the-art visitor management system that can help automate your front desk experience. Our VisitorOS platform offers a range of features, including real-time visitor monitoring and customizable sign-in processes, to enhance the overall experience for your customers. Improve your front desk experience today and explore iLobby's VisitorOS platform.