Tapping Into Social Capital for a Great First Impression
Founding Partner Tony Rose has written and spoken about the important role Social Capital plays in the success of your business. So, it is not surprising that at RSJ we place a great deal of importance on your first point of contact with our firm.
Meet Jessica Hull.
More than a receptionist, Jessica is the first voice you’ll hear when you call our office and the first smile that greets you upon entering our doors. We believe Jessica’s role is critical to our firm’s success as it’s often this first impression that is most memorable to our clients.
Several years ago Tony and Jessica discussed how she may better serve the company in this role, and together they came up with the title Director of First Impressions. They redefined the true meaning of a receptionist and acknowledged that it is a crucial position in our public relations and marketing.
The experience our guests have with our Director of First Impressions reflects upon the entire company. Two years ago, we took it a step further, adding Jessica to the home page of our website to ensure that those who find us online will also experience a warm welcome.
For nine years Jessica has taken her role very seriously, effortlessly putting clients at ease, making them feel comfortable and establishing trust.
We asked Jessica to share some tips for other organizations looking to make a great first impression:
- ALWAYS have a smile on your face. Positivity comes through loud and clear to a caller. They can tell when a person is smiling over the phone.
- Dress to impress.
- Be organized and able to multitask.
- Be dependable and listen. Be sure the caller or guest knows you understand their needs and that you will respond accordingly and courteously.
- If at all possible, become involved with marketing. I attend several company events, and that has been beneficial for building relationships with new clients. When they call or come into the office they feel they already know me.
- Remember how instrumental a first impression is to creating lasting relationships with clients.
- The client is always right.
- Let your true personality shine through. I have been told I say my name with a melodic tune “Jessicaaaaaa”. I receive a great deal of comments about it, which I love. The clients seem to be amused by it and I don’t even realize I am doing it.
By tapping into our Social Capital, we have created a warm, welcoming environment for our firm and empowered Jessica to use her talents to contribute to our company’s success. When asked what she loves most about her job, Jessica said, “The importance of my position. I love where I work so I enjoy making a good impression to represent the firm the best I can.”