Making an entrance

It's easy to forget that among the many things that routinely take place in the reception areas of all organisations, one of the most important is the forming of first impressions

by Martin Long

04 May 2007

What makes a really good reception area? Since the purpose is to welcome visitors, start by looking at things from their point of view.

1  Staff

When visitors arrive the first thing they look for is a friendly face. A good receptionist provides a warm welcome, reassures them they are in the right place, and speeds them onto their destination. This makes the appointment of receptionists as crucial as any other post. Your receptionists need to be confident yet relaxed, with a willingness to help and a ready smile. They must be fully au fait with security and evacuation procedures, and know where everyone is located, what is going on in the building every day, and who is expected.

Your reception staff may be administration people or they may be part of your security team; they may sit behind a desk or be on the move waiting to meet and greet people. Either way give some thought to their dress. A suit or blazer is more welcoming than a standard security officer's uniform, and if you are to stipulate a specific design, make sure it is well fitted, comfortable and easily cleaned.

2  Decor

The reception areas in many buildings offer no choice of decor, in which case the most important consideration will be lighting. Maximise natural day lighting, and use artificial lighting to make walkways, stairs and signage clearly visible, and to highlight architectural features. If you can choose the decor make effective use of colour by consulting a designer; different colours evoke different ambiences, and the corporate palette is not always the best.

3  Furniture

Reception desks are traditionally high, but ensure that at least part of the desk is low level, offering good access to wheelchair users, and that there is always space for visitors to write. Ergonomically-designed chairs promote an alert posture. Invest in good seating and show staff how to adjust it. Whether the area is used for informal client meetings or merely for sitting and waiting, reception furniture makes a clear statement about the organisation.

Do you want stunning seating in vibrant colours, ultra comfy sofas, something solid and traditional? Your furniture supplier can help here. And remember, increasingly visitors are taking the opportunity to use the reception area of the company with which they're meeting as an area to be productive, so make sure they are comfortable.

If they're 15 minutes early then they may want quickly send an email or make a couple of phone calls. Provision of WiFi or a fixed touchdown terminal will get you remembered as a progressive company that's helped them to be productive.

4  Acoustics

Good acoustics are essential. Some visitors will be hard of hearing, so use carpeting and soft furnishing to reduce reverberation, and avoid background music. Coach staff to speak clearly, especially when greeting non English-speaking visitors and those with impaired hearing.

5  Security

Security levels will depend on the size of the building and the organisation's activities. But ideally you want to maintain a clear boundary between the public and private areas of the building. Secure visitor access can be built in to existing electronic access control swipe card or hands-free tag systems, some offering easy visitor registration at freestanding kiosks. If you have a simple visitor badge system, make it robust, with hosts always to accompany their guests, and visitors always asked to return badges and sign out.

6  Amenities

Many visitors will pass through the reception area straight to their destination. But for those who have to linger, time spent waiting should be comfortable and pleasurable. No one wants to stare into space while they're waiting, so provide some reading material. More importantly think of people waiting in your reception area as a captive audience; some of those using the space will be potential or existing customers so use it as an opportunity to enhance your company brand with relevant marketing material and even digital presentations.

Clear signage showing the day's events is useful, as are company brochures and annual reports kept tidy in a stand. Magazines relevant to the business sector are also good to flip through; but replace them before they get scruffy. Consider also what's on your walls. Plasma screens, photographs, prints or original artworks that define a particular culture and showcases the work of the organisation.

Make sure access to washrooms is clearly signed, and that these facilities are kept spotlessly clean.

7  Plants

Planting improves the ambience of any indoor area, and surveys indicate that attractive green plants make companies look affluent and professionally run. Establish your objective – minimalist, modern, opulent, traditional – and your plant provider will advise on size, shape, groupings and containers. Keep plants well maintained, and don't forget the appeal of a regularly refreshed flower arrangement on the reception desk itself.

Reception checklist

Keep the area looking good by checking daily:

• are members of staff smart and tidy?

• is IT provision working effectively?

• is there sufficient supply of pens, visitors' badges etc?

• is every surface clean?

• are plants and flowers fresh?

• is the area free from clutter and rubbish?

• are magazines and brochures tidy?

• are all the lights working?

• are the lifts working?

• are washrooms clean and operational?

Martin Long is managing director of Interstuhl