First impressions count!

Designers make sure that our modern galleries are attractive and interesting, not just a series of dusty showcases ©National Maritime Museum, Greenwich, LondonFirst impressions play an important part in how customers feel about their visit.

The immediate impression on arrival at the National Maritime Museum (NMM) is of a modern museum with a wide use of audio-visuals and dramatic sets for the display of our historic artefacts. 'It's a lot more interesting than I expected' said a leisure-and-tourism student recently, which reflects our determination to provide a unique, inspirational and high quality experience.

Despite popular 'blockbuster' exhibitions and tourism awards, many people still think museums are 'boring' places with rows of 'posh' objects behind glass cases.

The perception that museums are not ‘for them’ and offer ‘nothing to do’ can be a bigger barrier to people visiting, than bad transport links or the cost of a ticket.

Excellent customer service is about creating a good impression: meeting the needs and exceeding the expectations of visitors, and making them feel welcome, excited and valued.

Excellent customer service is wasted if people don't visit in the first place. Good marketing is also good customer service. It can make our 'products' attractive and welcoming to different types of visitor.