Good Customer Service Tip:
A good first impression is often built on information gathered before the first impression. Be prepared. You are often the face and mouthpiece of the agency. A client's opinion of the agency is often based on the good (and often the bad) experiences that they have with the agency. Much of this research seems like a lot to do while a client is waiting (on the phone or in the lobby) but can actually be done quite quickly. Once you get used to the screens and discover your fastest route, you'll find that you can skim the case notes and the screens in as little as 5 minutes (maybe slightly longer for large adult households).