Tips for a Great Guest Experience

In your excitement at confirming a major prospect appointment, how much time do you focus on the overall guest experience as opposed to just the content of your meeting?

People interact with your brand, before and after they step foot into your business premises, so you need to make it count. Focus in these areas will generate as much impact (if you get it right) as the message you deliver on the day.

So, how do you indulge your visitors in a memorable brand experience that creates the perfect build up to your game-changing presentation?

Well, the answer lies in the detail and more specifically creating a point of difference where your visitors are made to feel special. Be forward-thinking and maximise the power and value of perception. Identify the key touchpoints with your brand pre, during and post presentation and enhance their experience with your business and people.

Here, I have outlined 11 top tips to maximise your guest experience:

1. Send each of your guests a personalised email

Outline the itinerary for the day and give them a little insight into your value proposition and how you make life easier for customers. Don't assume that they know and avoid going overboard - this is just a taster. And provide some brief but interesting insight into your colleagues (with their approval) who will also be attending the meeting.

2. Find out in advance your visitors schedule for the day

How much time can they afford for the meeting? Avoid that awkward moment when you are in mid-flow and one of your guests chirps up, “apologies, but we need to be leaving now – we’re due at another meeting in half an hour!” Not only are you unable to finish what you are saying, but you miss out on summarising and concluding the events of the meeting. And importantly your visitors exit is somewhat rushed and hectic, something that should be avoided at all costs.

3. Consider the dietary requirements of your attendees

It sounds simple, but this is sometimes overlooked by businesses and can cause a large dose of embarrassment at the time. Make sure you send out an email to your visitors well in advance of ordering your catering too.

4. Do some research on your guests

Before the big day, check out their LinkedIn profiles and pass on the details to your colleagues attending the meeting. This insight proves to be a great conversation starter, particularly if you share a common interest. And the person you are speaking with, will appreciate that you have taken the time to show an interest in them.

5. Be different

Have you ever thought about allocating your visitors with their own dedicated parking and personalised signage? A company I used to work for did this very successfully and they received great feedback. It works!

6. Ensure your building, offices and grounds are clean, tidy, and presentable

You will be amazed how people’s perceptions are influenced by what they see. Think of a shoddy exterior of a restaurant. If they can’t take care of this - what of their hygiene, customer service and food? What you see on the outside is a good indication of what you will experience on the inside.

7. Brief your receptionist on the ‘meet and greet’

Who is attending, what time, for how long, when are the breaks, housekeeping etc? This will help you to stick to your schedule and ensure the day runs as smoothly as possible. Your receptionist is more than likely the first and last person your guests will see, so make this interaction and impression a memorable one. And provide him or her with the previously mentioned LinkedIn profile information for each of the attendees. It is a great way to kickstart some discussion.

8. Brief your team

Make it clear to them about the objectives of the meeting and your expectations in relation to their role in this. Clear and consistent messaging is essential if you are to achieve the desired outcome on the day.

9. Never keep your visitors waiting

Be respectful and greet them on time. Don’t be distracted by goings on in the office or phones calls!

10. Present your brand in a positive light

Visitors often turn up to meetings in good time, especially those that have travelled long distances. Use this to your advantage. Strategically position a monitor or tv screen in your reception area and display information around themes such as innovation, best practice, community, and charitable initiatives. Messaging such as this helps to build trust and confidence. Avoid using this as a sales tool to promote your products or services!

11. Gauge feedback

After all, which businesses are not interested in improving? So, keep in touch and establish their thoughts on the experience with your business, not forgetting to thank them for attending your presentation!

The interaction and experience with your business helps to alleviate fears and builds trust too. So, be proactive, map out your guest journey and positively influence all the touchpoints with your brand. The small detail is often the biggest differentiator!