This Is What I Would Tell My Staff

What happened to social etiquette?

You spend a couple of million dollars on a new building and you let the public be disappointed the moment they enter the door.

I visit a lot of funeral homes and the experience ranges from abysmal to glorious with a whole lot more on the abysmal side than the glorious side. We all know first impressions are everything.

So, here is what I would tell my staff:

• The lobby is not the employee lounge
• Stand when someone enters a room (stand, don’t struggle to get up)
• Look people in the eye
• Greet everyone
  • introduce yourself
  • ask if you can help them
  • say good morning, good afternoon or good evening…not Hey, How ya’ doin’ or some other colloquialism
  • offer to shake hands
• For frequent visitors like delivery and mail get to know their names and use them
• Wear your name tag where it can be seen
• Don’t slouch — stand up and sit up straight
• Be warm and approachable
• Offer them a cup of coffee or bottle of water
  • have a bottle of water ready for the mail person every time (they know a lot of people)
• Be present with everyone
• Offer them a tour if they are waiting
• If you offer gifts like note pads, coin purses and the like offer them one
• Eat your lunch somewhere other than the public areas
• Take care of your personal appearance
  • Ladies skip the cleavage
  • Men wear your coats
  • Men groom the facial hair

In other words make everyone who enters your door glad they came in.