Effective Visitor Management and Customer Service

Businesses often focus on the security aspects of visitor management and miss the opportunity to provide good customer service.

As a business, of course, your main goal is to keep employees and visitors safe and to protect your assets, but this goal doesn’t preclude demonstrating courtesy, friendliness, and the desire to be of assistance to visitors. You can combine building your customer service reputation with your system for identifying and tracking visitors.

Using simple and effective methods, your company or organization can streamline visitor management by using log books, name tags, wristbands, ID badges, or self-expiring badges to identify and keep track of visitors. Security may be the main purpose served by these methods, but you can use the same methods to build relationships with clients and visitors.

For example, you can use the visitor log book to get information that will help you build a relationship with your guests. If you are a school or hospital, you may rely on gifts and donations as a large part of your income. You may also need volunteers and community support to accomplish all your projects and deliver your services. If so, good customer service and a list of visitors’ names and addresses may bring in volunteers and donations.

Anyone visiting your school, hospital, or organization presumably has an interest in your work. Having guests include their e-mail address, mailing address, and phone number when they log in will enable you to contact them in the future about how they can become more involved. Knowing specifically who they were visiting and why will also allow you to provide them with relevant information and make reasonable requests in the future.

For example, a visitor coming to see a student in a play could be asked in the future for a donation of time or money to support the drama department in your school. A guest visiting a patient with cancer would be likely to support cancer research. While security is obviously your first priority in visitor management, it doesn’t have to be your only focus.

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