FIRST IMPRESSIONS
Have you heard this quote before? Do you think it’s true? Now, think about the first impression people have when they walk into your center. Is it the best first impression you can make? Does it convey the personality or philosophy of your center?
What feeling do new families get when they arrive at your center? Do they immediately feel welcome? Do they see evidence of the things that you value? Let’s talk about some of the different ways that a first impression is made:
Lobby of Center
- What is the feel?
- Is it organized?
- Is there someone to greet guests?
- Is there somewhere for them to sit if they have to wait?
- Photos of families and children – does it show the diversity of the program? Embody the philosophy and mission?
Tours
- Timing of tours: any time someone drops by? During naptime?
- Do prospective families see your best side when they tour?
- Planning is the key to success. Be prepared and take time to get all of your resources and forms ready.
- Be intentional about when and who delivers the tour.
- Be aware of how to talk about the times that are not ideal. Have talking points ready for staff to use in those moments.
- Who is delivering your tour? What training have they received?
- What are the features and benefits that you want to be sure to highlight? Is there a framework for the tour? Talking points?
Printed Materials
- What written materials do you provide?
- Is the information current?
- How do they look? Are they professional? Are they an original print or are they a copy of a old printout? What impression might they be giving?
Confirming enrollment
- Know the next steps as follow-up to a prospective family.
- Thank them for visiting – send a thank you note by email or regular mail
- Make yourself available for further questions
- Create a schedule of follow-up in order not to overwhelm but also not to let the communication lag.
First impressions matter – take the time to think through the impression that is felt when a family (or possible employee, or business owner, or community member) walks into the program for the first time.