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2019-05-29 (1)
TSH - GE - EP87 - BLOG

Your Guest Policy - Growth Engine - The SuccessHub

By Mike Midgley Posted 23 October, 2018 In GrowthEngine Blog - Episode 87 - Your Guest Policy

Your Guest Policy - Introduction

In this Growth Engine daily video, we're going to talk about your guest policy. 

What I mean about guest policies. 

How you manage visitors and guests to your business. 

Every day, every week, every month. 

Across my clients, my volunteering work that I do with community management stuff that I work in. 

My sort of sale side, my coaching side, booking speaker slots. 

I probably do about 12 to 15 meetings a month. 

Now, you might say, big wow, I do 30, or I don't do that many. 

That's not the point. 

That doesn't really matter how many meetings a month that you do. 

Some of those meetings are held at our offices at the SuccessHub. 

But a good proportion of them is held out and about in the field. 

I've got something on my mind that's sort of been eating away at me for a couple of days. 

For you guys who follow my stuff, you'll know, sometimes I give a bit of a rant about things, and sometimes I just sort of do a brain dump about what's on my mind at this moment. 

Just trying to stimulate and get the audience to think about what they're doing in their business. 

That's exactly what this sort of session is about, guest policy. 

Watch The ‘Your Guest Policy' Video

Your Guest Policy - How We Look After Our Guests At The SuccessHub

I look at the way that we look after guests of the SuccessHub. 

We know all the dietary requirements, we ask them before they come in. 

We check them in. 

Some of the guests know that some don't. 

But we check them in. 

So we log them all electronically when they've been here when they've left. 

We have dietary requirements, we have plate service, knife and fork, a wide range of cold drinks on tap, Nespresso coffee machines, tea, herbal teas, flavoured teas. 

We try and cater, fresh water. 

We try and cater for people. 

It's quite a restaurant standard, that I'm not suggesting that. 

But to a really high level. 

Because we appreciate that they're coming out of their environment. 

They may be coming out of their own dietary system. 

We really do try and work hard to sort of cater to them. 

Also including making guest wifi available, so it's not just about the dietary, but the guest wifi. 

We have directions on our emails that go out, that say, hey, this is where coming to the SuccessHub, if you're stuck, ring this number, and here are the directions. 

So even from the first person who comes to our business, all the way through to seasoned clients, and partners who come on a regular basis to our office.

We always have tried to make it a home from home, and make it welcoming feel with a wide variety of choice and comforts to cater to them. 

I'd say I worked with a lot of clients, industrial clients, office-based clients, glass-fronted city based clients, you know in the cities;

  • Leeds 

  • Manchester 

  • London 

  • Birmingham, etc. 

I'm amazed at variance, and I'm not trying to call out and say that here at the SuccessHub, we're the gold standard. 

Look at us, you should be following what we're doing. 

Absolutely not. 

I'm just sharing with you like I said what's on my mind.



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Your Guest Policy - Are You Looking After Your Guests?

I want you to think about how are you catering to your guests? 

  • If it's a rep who's coming to try and present you or sell you something. 

  • If it's a customer coming. 

  • If it's a supplier. 

  • If it's an employee who's coming for an interview. 

Doesn't really matter, they're all guests to your business. 

I want to know if you've actually got a guest policy. 

I'd like to open a debate with you. 

I'd love to know what you're guest policy is. 

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  1. Do you have one? 

  2. Is your entire team tuned in and dialled in to make sure that the experience is seamless, regardless of who meets them at the door, who sees them, and who gets them a drink, or the process that you take them through. 

To us, the guest policy is like an extension of your brand. It's what companies come to expect when they come to a specific office. 

As I say, I work with some industrial companies. 

I work with some glass-fronted city-centre businesses. 

You naturally think, oh yeah, the big businesses, and the big offices, they're the ones that look after you the best. 

Not necessarily. 

I mean, we do get looked after really well there in some of those environments. 

Some of the most industrious sorts of places, they're great looking after you, taking care of you. 

Even, do you have a coat stand for your guests in the winter? 

Little things like that, where you just need to get a look at. 

Track it from there. 

You might think that hey, that's just not relevant, I don't really care. 

But if you look after people when they come to your business like you'd expect to be looked after when you go out to their business, that's going to breed confidence, that's going to breed that relationship.

Ultimately, that should build stronger relationships in business. 

Trade and performance for you both. 

The longer relationship should be, hopefully, be gained out of it. 

Leave me a good comment, leave me what you think about it. 

Whether you like this type of content or not or you prefer to see something else, I'll get that up. 

I can make that happen and get a change and get those answered for you.

'Every business should have a guest policy that every team member should be fluent with, whether you are bricks and mortar or online, welcome your guests consistently and provide an awesome experience to differentiate yourself from the first touch point' - Mike Midgley

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About The Author
TSH - GE - EP87 - BLOG
Mike Midgley

Mike Midgley is an experienced entrepreneur and executive board professional with venture capital experience and a proven track record in high growth business strategies. Throughout his career, Mike has achieved successful six and seven-figure exits plus he has raised over £1.6m in Venture capital and franchised his businesses over 68 times. As a podcast Host, Keynote Speaker, Angel Investor, Executive Coach and Non-Executive Director, he provides a motivational ‘hands-on’ driven approach that is supported by an extensive skill set across the fundamental disciplines of business. Outside of his executive services, Mike still plays an active role as the a Growth Engine Architect within The SuccessHub's HubSpot Inbound Certified Partner Agency channel that supports High growth SME's and Mid Corporate / Enterprise clients. Mike is passionate about giving back to the community, he is an active Business Mentor for Doncaster Councils 100 Mentor Program, plus he contributes to the SuccessHub Community Program and Charitable work where he raises money for his favourite charity the NSPCC.