Training Part II – Small Agencies in Small Towns

In my previous post Training Part I – Small Agencies in Small Towns I promised that we would discuss meeting and greeting prospects and customers in your office. While we all functionally know how to meet and greet people everyone’s style is not the same. It is important to think through this process carefully. As with the telephone call, this in-person meeting and greeting could make or break the client’s experience. Some agencies and companies are calling the receptionist position “Director of First Impressions”. That is how important this is.

But, before we discuss the training for meeting and greeting, let’s discuss the reception area of your office. This does not need to be large, but it does need to be large enough to accommodate the basics:

• Receptionist’s Desk – Which should be a true work area.
• At least two chairs.
• Enough floor space for other to enter and walk through. Think mail delivery, you coming out to greet client, etc.
• Interesting reading material and a place for it be displayed.
• Appropriate light for reading.
• A pleasant decor.

In most small agencies the reception area is open. Thus anyone in the reception area might be able to hear the conversations of more than the receptionist. So here are some rules to establish for the entire office when a visitor in in the office.

• No personal phone calls. It can be especially unconformable for the visitor if the personal phone call is not a pleasant one or if very personal information is being discussed.
• No personal conversations.
• No discussion of other customer’s personal or insurance information that can be overheard by the visitor.
• No discussion of the visitor’s personal or insurance information that should be kept private.

Every agency should have one or two rooms where the door may be closed so that anyone can have a private conversation. As hard as we may try, each of us are faced with times when we must have personal conversations at the office. It is also important that the client feel comfortable in revealing private information to the individual that they are working with.

Here are some components of what to consider when training everyone in the agency to meet and greet visitors.

• The agency’s dress code. Suits are certainly not mandatory in many agencies today. However, even in a business casual environment there should be a standard. Define what is not acceptable to be worn. This might include torn jeans if jeans are allowed. Some offices allow the wearing flip flops while other don’t. Be clear on what is and isn’t acceptable. The rules apply to everyone. Be prepared to send an inappropriately dressed employee home to change.
• All greetings should include that ever important smile.
• What do you want the greeting to be? Something like “Welcome to ABC Insurance Agency. How may we help you today?”
• What is the staff supposed to say and/or do if the individual the visitor wants to see is not in the office?
• If the visitor must wait for the individual they need to see, what is the greeter going to offer them? A seat, beverages, etc.
• What is the greeter to do if the visitor is irate or distressed?
• How does the receptionist handle incoming calls while greeting and handling the visitor? Is there someone that should know to be the automatic backup?
• Should the receptionist continue with their work while a visitor is waiting or do you prefer that they talk with the visitor?

Each of us have varying people skills. Be clear about how visitors are to be greeted and taken care of while they are in your office. If role playing will help teach this, take the time to do it. A new employee cannot read your mind and know how you want these things done without you communicating.

Share with us some unusual situations that have occurred in your office and how you have handled them.

Topics Agencies Training Development