“First Impressions Are Lasting Impressions”

Everyone has heard this and has told it to someone.  I know I would always stay it to my clients in class and before they went on an interview.  I believe that if clients had a better start in our offices they might be more co-operative.  Most clients come with a negative attitude because they do not see us as helpers but rather as government workers.  We are like the IRS of Workforce!

One of the things that I think would help is if clients walked into a lobby that was different then the run of the mill Work Force Office.  Maybe see some plants, nice pictures and maybe a greeter, like they have a Wal-Mart.  The greeter could be a retired volunteer or a work experience person who is trained to be interested in the client’s needs and questions.  Many times the person behind the desk that greets people is also the phone operator and does not have the time to answer phones and clients questions.  The greeter could sit down with the client begin answering their questions and maybe give them a hand out about other successful clients who have come to the office. 

One of the things that I see missing when a client is assigned to us is that we know about them be they have no idea who we are.  I am suggesting that every case manager, trainer, job developer and counselor have a one page biography about who they are and what they have done.  We are asking clients to listen to us but they have no idea about us.  I believe that this may make a real difference to a client to walk into a professional’s office and know their background, it might be more difficult to argue with an expert.  Your biography could be handed to them while they are waiting in the lobby.

 The bio could have a picture and MEET YOUR CASE MANGER: Mary Smith.  Under that could be some background about Mary.  Here a few starters and ideas for you

1. Mary comes to us from Child Protective Services where she worked with children and their families for ten years. 
2. Ms. Smith has won several awards for ... 
3. She has placed over 50 people in the last year.
4. She has three children (maybe she raised them on her own)
5. Mary’s sense of humor has helped clients see their issues in a different way.

What clients have to say about Ms. Smith then a few quotes from clients.   “Mary has helped me find the job of my dreams and get my GED…”

Wouldn’t we all like to walk into a place where we have to put our trust into a stranger and know a little about them.  

This might be a great idea to bring up at your next staff meeting.  Have the biographies in different color paper to make it look non-governmental.  Maybe a contest!

Email Paul with your thoughts on this subject