Think about your front desk person(s). Is he/she friendly? Is he/she focused? Is he/she committed to the success of your business?
If your answer is:
(1) I don’t have a front desk person.
(2) My front desk person is not friendly.
(3) My front desk person is not focused.
(4) My front desk person is not invested in the success of my business.
Then, STOP. Houston, we have a problem.
Your front desk person is your gatekeeper, your pulse, and your frontline of battle. All of those roles are considered mission: critical to the success of any operation. Your front desk person is no exception. This person represents your studio, and generally, makes the first impression a client experiences when entering your facility.
The front desk person should know the ins/out of your studio and its operation, and if a tricky question arises, he/she should know the proper communication procedures for finding the answer. He/she should be friendly, eager, enthusiastic, and happy to be a part of your organization. The front desk person should never gossip or show preferential treatment to particular clients.
Of course, like any other staff member, the front desk representative should be trained, evaluated, and supported within the infrastructure of your business. After all, the front desk person can make or break a prospective client’s interest in your facility and/or a current client’s experience with your facility. Choose someone that will make a positive, lasting impression!