1.1 What is visitor management?
Visitor management is the act of tracking the people who come and go from your premises.
Whether or not your company has receptionists or even a front desk in place, you should consider visitor management a golden opportunity to raise your brand awareness.
For example: If your organization is known for outstanding customer service and innovation, then the last thing your visitor would expect is to sign in on a piece of paper in your lobby.
It's less about "managing" visitors and more about having them walk away with a good impression of your business. People management: because business meetings are people meetings.
It's a chance for you to align the way you welcome visitors into your building, with your company values.
1.2 What are the different types of visitors?
On any given business day, your visitors can be categorized but not limited to:
- Business meeting attendees
- Candidates for job interviews
- Messengers or delivery people
- Contractors or vendors
- Auditors or regulatory professionals
- Unexpected drop-ins
During the global health crisis, the safest policy to adopt may be one in which everyone is a visitor.
This includes not only the categories of individuals mentioned above but also regular employees - particularly given that the same people may not be showing up at the office every day due to work-from-home and hybrid work situations.
In order to maintain safe social distancing, align with healthcare experts’ recommended best practices, and make sure everyone has a place to work, many companies are finding it useful to view their own employees as visitors - and make sure their presence on the premises is accounted for accordingly.
Regardless, a company dictates what types of visitors are expected - and that will vary tremendously based on their needs.
1.3 What is a visitor management system (VMS)?
If you're reading this, then you've probably attended a meeting or two at someone else's place of business. Or maybe you've been job hunting recently, and have been in an out of your share of corporate lobbies.
Hopefully, you have fond memories of those visits—how you were greeted, made to feel safe and welcomed during your stay, as a part of doing business.
Chances are, there was a system in place to make your experience such a positive one.
A visitor management system represents all the processes and activities an organization puts in place to manage the flow of visitors, from start to finish, as a part of the bigger picture—the visitor experience.
1.4 What is a visitor experience, exactly?
The term "visitor experience" is used most often in the business-to-consumer (B2C) world.
It refers to clients’ experiences involving anything from a trip to the movie theater, to purchasing a new couch in a furniture store, to signing up with a bank and opening a checking account - and encompasses all the customers’ feelings and impressions about these events.
But in this era of digital transformation, it's more important than ever that there's a human touch - a focus on individual visitor experience, and on satisfying a client - in the B2B world.