Welcome, I'm Your Door Staff, Responsible For Your Emotional First And Last Impression

I have had the luxury of living in many hi-rise buildings as well as managing them, and I quickly learned that who you have at your entry can make or break you.  Your community drive by is your "Visual" first impression. Your door person is your "Emotional" first & last impression, and if that first & last impression is not good, things will decline quickly.

I lived in a beautiful hi-rise just off of Lake Shore Dr. in Chicago that had the best "Door Staff" I have ever experienced, one specifically standing out by the name of Debra.  This amazing employee, originally from Ireland, set the bar for the team, and this team strived to equal her service practices.  Here were the things that I learned from Debra that allowed me to better manage my door teams.

1. Own The Entrance - Debra took great pride in owning the entrance, not just the coming and going of the people, but also the cleanliness and the appearance.  She believed that the entrance was not limited to the front desk, but also to the driveway as well as the lobby.  Many times I witnessed Debra chasing after a gum wrapper, locating an empty can in the entrance landscaping, picking up a cigarette butt from a flower pot or pulling the Windex from beneath her desk to eliminate finger prints on the entrance door.  On her watch, her entrance was going to be "Spick-n-Span".  Once, I actually witnessed Debra walking to Dominick's (grocery store) and purchasing inpatients (flowers) to replace the six that had died at her entrance.  I couldn't help but think, "WOW"!
2. Manage The Behavior - Debra knew that the front entrance was the hub of all coming and going and had to run smoothly and expeditiously at busy times.  If a taxi, limo or car pulled through the entrance circle but remained in the center of the two unmarked lanes, she would quickly go out and ask them to go through the circle again and pull to the side so other cars could pass.  If she saw people approaching with their hands full, she was "Johnny-on-the-Spot" to open the large swing door as opposed to having them maneuver the revolving door.  And yes, there were those few times that I witnessed her calming the late night resident who had just stumbled in with friends from a great party, asking them to all quiet down before entering the lobby and resident hallways.  My favorite, was when a pet owner would make the fatal mistake of allowing their dog to pee (or should I say attempt to pee) near the entrance.  Debra was like "Super Man", leaping over the desk and through the door in a single bound...there would be no puppy pee smell at her front door!
3. Guard The Resident - No one got past Debra!  I don't know if possibly she was a prison guard in Ireland before coming to America (certainly not that her upbeat delightful sweet personality ever reflected that), but she took her job seriously and no one got past her without checking in.  Not once did a friend, pizza delivery boy or solicitor ever knock on my door prior to having received a call from Debra requesting approval to let them enter.  In fact, even family members whom visited regularly, who she knew well, would never get past her without her first calling for approval.
4. Man The Desk - The front desk was NEVER WITHOUT personnel.  During lunch, dinner, breaks or bathroom visits - the front desk was covered by maintenance or office personnel.  The desk was never unmanned for more than a few seconds when she had to run and get a key or grab a package. However, during those few seconds the doors were secured and visitors were required to wait, always receiving a sincere apology for any inconvenience they may have experienced upon her return.
5. Go The Extra Mile - Debra fully understood the concept of customer service, and took it to a "Rock Star" level.  She knew that she was the first service experience upon entering and the last service experience upon exiting, and you were not going to go past her without being impressed.  Many a morning, I would leave at 5:30 to get in a limo for the airport.  Each morning, Debra would be there, opening the door, taking my luggage, putting it in the trunk, closing my door and wishing me safe travels.  Upon my return, all was repeated, but this time with a warm welcome home and a sincere comment noting that I had been missed.

Oh how I miss Debra and the team that supported her.  Today I live in a beautiful well managed hi-rise but unfortunately the door staff does not have a Debra to lead and polish them.

Each morning I disembark from the elevator and receive no greeting from the door staff, exhausted from their night shift that they are eager to conclude.  Oh how I yearn to hear "Good Morning" in an Irish accent.

Anxious to start my early morning beach walk I step outside with my morning coffee and am overwhelmed by the stench of dog urine caused from unmanaged pet owners allowing their dogs to urinate on the base of the poles supporting the entrance canopy.  Oh how I yearn to see Debra leaping from the desk and redirecting the pet owners to a more optimum location for their dog to take care of business.

I take note of the four large decorative entrance pots, one that has existed for many months with merely the trunk of a once beautiful variegated corn plant that most likely a malicious teen has beheaded.  At the base of the pot, vines are attempting to survive but have become a temporary resting place for drink containers and cigarette butts, only to be extracted by the morning cleaning team.  I cannot help but take note of the white car, owned by the door man, sitting in the entrance fire lane, prepared for the quick get-away once his shift is complete.  Oh how I yearn for Debra's landscaping and entrance management skills to be imagined where I now live.

I quickly move on, and engage in my morning walk, knowing upon my return that the morning subcontracted cleaning team will be working to sterilize the entrance, that there will have been a shift change, and while Alan might not be Debra, he is the best of the team and will greet me as I return from my walk, as well as when I leave soon after to go to work.

Unfortunately, upon my return from work, will also be the return of the puddles of yellow urine at the base of the poles, the trash in the pots and the shift change to an unengaged door staff, of whom will most likely have their car parked in the fire lane.  Oh how I yearn for Debra to take charge!

I can just imagine Debra entering my building and taking charge of the door staff.  1st - pull back these curtains so you can see what is going on at your entrance, "Stop being Helen Keller the Doorman".  2nd - start using the valet door to get out there and assist or manage the residents and visitors.  3rd - get yourself a box of rubber gloves and trash bags and make sure your entrance is spotless at all times.  4th - don't let one person get by you without greeting them.  5th - no sleeping, eating, newspaper reading or feet up on the desk at anytime ... you should be working!

Unfortunately, I would probably have to give up the sunshine of beautiful Florida and return to the snow of Chicago in order to have my "Door Woman" dreams of Debra again.  But hopefully, this blog will influence managers of hi-rise buildings to recognize the important role the door staff plays, and to take a closer look at their "Emotional First and Last Impression" that their door staff imparts.

So in the words of Debra, "Goodbye, safe travels and I look forward to your reading return".