Yesterday I met with a search consultant who was putting together a shortlist of agencies for a huge multinational organisation. When I asked her how she had found us she said that her search process had started months ago and that, at the beginning of the search she had telephoned over 100 agencies, and had whittled down from there to the 6 that she was to vet in person.
So what had made her select Peppercom as one of the final six? Of course she had done her research and seen that we were well referenced, had all the right capabilities and were award-winning but that was not the reason why she selected us. She simply said 'first impressions count'.
Her numerous calls to many agencies had caused her much frustration - having to leave messages here and there and frequently being put through to voicemail (where more often than not she decided not to leave a message).
When she called us the phone was answered promptly and politely. She stated she wanted to speak to a director and was put immediately through. She got answers to all her questions and made an appointment then and there.
We have had much debate in the office about whether to have voicemail. Personally I hate it and think it is very impersonal. There is no real excuse for it now that we have email and most people have mobile phones. Certainly in our profession you should be able to contact us immediately. The visit from the search consultant totally validates my point.
Finally it shows how important and valuable your 'front of house' person is. I am lucky that we work in a very flat meritocracy where everyone is involved and is as important as the next. Yesterday the big pat on the back of the day went to front of house and if we are lucky enough to win the account it is largely down to them.
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