Each and every “Hello” by a temporary employee, especially when they’re new to a client is also a “Hello” from the agency. Temps are  staffing agency ambassadors.   And, since they represent the agency to clients, it’s in an agency’s very best interest to ensure temps are following a protocol that’s aligned with the agency’s image and make a great first impression.

Over the years that I’ve been a client, I’ve experienced an array of greetings as temps introduce themselves, and frequently see missteps occur. I find myself making the same mental note . . . “If the agency only knew!”   First impressions are critical.   (See last week’s blog post “A Temp’s First Impression May be an Agency’s Last).

Although the list below consists of minor infractions as they stand alone, it’s wise for an agency to consider how each point helps color the big picture being formed in the client’s mind about the agency and their service. An agency’s brand gets nicked when basics are ignored by temps, so it’s important that they’re well informed about the agency’s expectations. These basic items are stepping stones that build client satisfaction and loyalty.   They demonstrate that an agency is paying attention at all levels.

Here’s my list of ten incredibly essential steps that temps should take to make a great first impression. It’s well worth an agency’s time and effort to ensure temps are following these important basics:

1. Arrive at least 5 minutes early for each assignment.
This always applies and not just when a temp is new to a client! Lateness counts and is noticed, even if it’s only minutes.
2. Turn off all devices.
Put anything that can ring on “quiet” mode. It’s not enough to just ignore the noise as it calls out from bags and pockets. Turn off and unhook from iPods. Do these things before walking through the client’s door and not in the reception area.
3. Make a professional personal presentation.
Smile, shake hands, and make eye contract. Repeat names back to others when they introduce themselves (i.e., “Nice to meet you Bob.”) so you can better remember names. These are some of the most effective ways a temp can show they’re confident and happy to be there.
Dress appropriately. Make sure if it’s “business casual” it is clearly understood since there are several versions of this style. This is one of the most common and embarrassing areas where temps make mistakes.
4. Own and display a positive attitude.
This piggybacks # 3 above. A positive attitude is “a must” and temps should make theirs visible. Saying one is “positive” vs. showing it, are two different things. Actions speak the loudest. Clients want to work with friendly, upbeat people.
5. Offer an agency business card to client contact upon arrival.
Temps are ambassadors for the agency. The opportunity shouldn’t be missed for them to promote the agency. This is an effective, “non-selling” way to do so, especially when they’re a new face to a client.
There’s another step to this suggestion which is extremely powerful, which I’ll reveal in the future. (I’ve dedicated an entire chapter in one of my books just to this method alone.)
6. Bring a pad and pen. Take notes.
It’s not so much about the actual “tools” as it is about what they represent. Bringing tools to the job present a high level of interest, engagement and initiative in the work assignment. This sends a very compelling message to a client. Don’t let temps arrive empty handed and be in a position of having to ask a client for something so basic. It’s a missed opportunity to show the agency works at a more thorough level and offers a quality service. Simple as a pad and pen!
7. Know a few key items about the company and assignment.
This is a job. Temps should be arriving with some background about a client’s company and what they do. They should know what the three top priorities are for the company and their assignment. Educate them ahead of time on the key points. It will make a huge difference in the eyes of a client.
8. Be an active listener and ask questions early on.
Most of what a temp is required to do immediately is listen as information is given. They need to ask when they’re not clear about something. The sooner the better. Listening is an active sport! Temps also need to make sure they know who to contact on the work site for information.
9. Know how to make small talk.
The nature of temp work means continuously meeting people. Temps should know a little “art of the small talk” and be prepared to engage in brief conversations as they meet others. There are so many great topics beside the weather, such as art, music, cooking, restaurants and travel to chat about briefly as they meet clients and build rapport.
10. Rein in any sense of entitlement.
It’s not about what a temp is there to get from a client company (i.e., complimentary lunches, pizza on Fridays, car service, free postage, daily newspapers, etc.). If a client wants to extend any of these, they’ll let temps know. Temps need to worry about what’s vital to get a job done and not the extras. When temps arrive and start asking for perks, it’s seen as a negative by most clients. These are privileges, not rights to be assumed.

Agencies are always looking for new ways to leverage what they offer and distinguish themselves on a crowded stage, now more than ever during tough times. Here’s an excellent place to start and is low cost. Plus, this is an area that an agency has control over. By creating a new piece of the temp process called “The First Impression Protocol” a new standard can be created by agencies for temps to follow. Clients will notice an immediate, positive difference. When the agency gets noticed this way, clients call back. It’s all good!

My points are not offered as the “trend of the week”. These are tried and true principals that hold up today, tomorrow and in the future. I present these ideas as “pro-client” strategies and that’s where an agency needs to place itself every day to succeed.

Don’t forget that you may also be losing business from turning off clients in ways you haven’t known, such as poor first impressions of temps. Which agency is a client going to call . . . The one with temps who walk through the door optimistic, outgoing and proactive or the agency sending temps that are lacking in social skills, low energy or disengaged?

The agency is responsible to make sure temps are making the very best first impression with a client. You can never assume that this is just something that anyone doing temp work knows how to do. Give temps some coaching in this area and get them off to great starts with your clients and their work.  Temps speak for your agency and they do so loudly.