First Impressions Count

I have often said that the reception area is the ‘Room of Introduction’ for a business.  In this space a client begins to ‘see’ who you are and first impressions are formed. Have you ever wondered what physical attributes about a reception area prompt our first impressions?   I certainly have and set out to discover what they were. I hired 24 adults as my research subjects - asking them to visit two different reception areas.  Their findings suggest four key areas that prompt our FIRST IMPRESSIONS OF A PLACE. 

1) Size and Density

2) A sense of Order 

3) Seating Arrangement

4) The Unusual

The research subjects’ first impressions used the words spacious and open, small and crowded to reflect how they experienced the SIZE AND DENSITY of the two reception areas.  Business A was referred to as small and crowded which produced a negative first impression. The space had too much in it that immediately confronted a client. (Where to check in, too many signs to read, where to sit, credentials, brochures, magazines, office activity)   In Business B the majority of all subjects named a quality (inviting, welcoming, and comfortable) about the reception area. Here the size and density of the room were not confining which allowed the subjects to slowly engage and navigate their surroundings.

           In both reception areas the SEATING ARRANGEMENT was noticed and assessed for privacy as well as comfort. Business B’s seating options were varied and accommodated the need for personal space. Business A's chairs were not only too close to each other, but very uncomfortable.  The nature of these two businesses was related to confidential areas of physical and emotional health where the subjects expected that to be reflected in the reception area. Seating that allowed for some space between people was important. Several subjects in the study commented that the reception area can help to create an environment for a client’s readiness to receive the services offered by the business. 

           All subjects found crowded and cluttered spaces disturbing. A SENSE OF ORDER and cleanliness established a positive first impression of the business and a negative impression when not present. Cleanliness also referred to the fresh and new qualities of the décor which included flooring, wall color, artwork, and furnishings. It was evident that while keeping a room uncluttered is a constant task for a business, the efforts are noticed and do affect clients.

UNUSUAL physical attributes (meaning out of place, extreme or exceptional) were quickly noticed by the research subjects. This indicated that any one item can stand out, be noticed and that the smallest physical attribute can be instrumental in the formation of a first impression. In these two businesses, subjects viewed an out of control plant that traveled around the room as ‘extreme’ and a wall clock more appropriate for a children’s bedroom as ‘out of place’.  What they noted as ‘exceptional’ was the use of varied lighting which made one reception space more enjoyable. 


Now - what about YOUR reception area?