I was meeting with a client recently to talk about training their front line staff. You know, the people who operate the front desk, answer the phone, serve in the dining room or park cars in the garage. The mood in the community was a bit sullen. The staff had become relaxed in their appearance. The calls and visitors coming in to inquire were not being greeted graciously or with sufficient or accurate information.
_We often talk about the cost of getting someone to inquire about our services. Or a professional referral source sending someone our way. Thousands are spent on print ads, search engines, special events, and renovations. We do what we can to make our communities as competitive as possible. But what’s the missing link in all this?
When I proposed a budget for training the staff my client said to me, “That’s awfully expensive.”
I held my breath, thought for a moment, and this is what came to me.
A receptionist in school attire, eating at the desk and doing homework while working is expensive.
A customer put in to voice mail for an inquiry call is expensive.
A visitor witnessing an argument between two staff members at the front desk is expensive.
A telephone call about a troubled client, within earshot of a guest, is expensive
A staff member “texting” in sight of a customer is expensive…
So next time you think of the cost of training think of the cost of not doing it.