THE FOUR POWERS OF YOUR FRONT OFFICE.

VERONICA DOGBEGAH

My interest in branding has shaped my lifestyle and influenced my environment. I tend to pay more attention to the least details and find more creative ways to do things.

I often try to indulge front office personnel or receptionist into conversation and one of the most frequent question I ask is “Aside picking up calls, attending to guests and other administrative duties what else do you do, what else is challenging about your job?

Most often I get a smile, sometimes no response and other times we enjoy some healthy conversation.

It is very easy to feel relaxed in that position and overtime become demotivated because you feel it is not challenging enough.

I have heard some people say it's just front office nothing much to do. But the truth is there is a lot to do. In fact your company depends on you to communicate it values to customers, suppliers and other stakeholders.

You are the first point of contact for your company to reach its audience. You are more powerful than you think. Your posture, speech, facial expression, and even eye contact tell the public what other qualities your company possess.

THE FOUR POWERS OF YOUR OFFICE.

INITIATE ACTION ENGAGE

REPRESENT THE

COMPANY

LEAVE AN IMPRESSION.

INITIATE ACTION. Your job description may be to welcome your guest but most

importantly is to initiate this action first hand. I have

walked into a reception and sat

down for 15 minutes before the front

officer asked of my interest and not

even a welcome.

Yes I may admit that her manager

was already expecting my

presence. But yet it is important to

know your guests and welcome them in. I may have a friend

there but I still think the

company is not business focused.

You should always try to get the opportunity to initiate the conversation

and not leave all the talking to your guest.

ENGAGE

Keeping your guests entertained and engaged is not only the job of the salesman.

More especially, if the guests is making an enquiry you must

never leave their issues unresolved. That is why it is

crucial for all employees of the company to know the company’s offerings.

Your response, will keep the guest interested for more information from the sales

folks. Even when you do not offer their request, offering

some references will inform the guest that your firm is a

problem solver. Who knows when your services will be

needed.

REPRESENT YOUR COMPANY’S VALUES.

Representing your firm is not just about knowledge of services or goods

but should reflect in your character, posture, personal opinions and even

facial expression.

Our body language communicates more that our spoken words. For example one of my

company’s values is EFFECTIVENESS. This influenced my attitude and attention that I give to my guests. Timely response to their request and keeping them informed if their request is

currently unavailable.

LEAVE AN IMPRESSION.

Most importantly in all your doings, leave a positive impression. You may not have solved a guest's request instantly but a positive

response provides opportunity for future business. Remember in the process of selling your company,

you are also selling yourself.

You are more powerful than you think, your office is more important than you can ever imagine. These powers listed are just the beginning of the great skills you have.

Most importantly, you make yourself visible for promotional opportunities in the future. It worked for me and I am positive it can work for you too.

YOUR STRENGTH IS MEASURED BY YOUR ACTION!!!