{
  "title": "Customer reception: preparing for exceptions before they arise",
  "url": "https://www.shr.swiss/blog/accueil-client-preparer-les-exceptions-avant-qu-elles-surviennent-en",
  "language": "en",
  "datePublished": "2026-04-01",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Knowing a procedure does not guarantee that it will be initiated at the right moment. Research on implementation intentions suggests preparing the trigger for action, rather than simply repeating the rule.",
  "section": "Research",
  "topic": "Client Reception",
  "place": {
    "name": "Basel",
    "region": "Bâle-Ville",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter Gollwitzer and Veronika Brandstätter (1997, Journal of Personality and Social Psychology) studied implementation intentions: plans specifying when, where and how to act to achieve a goal."
    },
    {
      "heading": "The mechanism: linking a cue to a response",
      "point": "Peter Gollwitzer (1999, American Psychologist) provides a theoretical synthesis of research on these plans, often expressed as “if this situation arises, then I will take this action”."
    },
    {
      "heading": "The premature conclusion",
      "point": "It might be tempting to conclude that a response should be prepared for every possible incident."
    },
    {
      "heading": "What the evidence cannot promise",
      "point": "These publications do not evaluate reception operations at pharmaceutical sites, logistics platforms or R&D centres in Basel."
    },
    {
      "heading": "A practical check in Bâle",
      "point": "Within SHR’s “Accueil client” programme, one possible application in Basel would be to select, with the site manager, an exception relevant to pharmaceuticals, life sciences, Rhine logistics or international R&D: for example, the arrival of a visitor whose authorisation cannot be confirmed."
    }
  ],
  "sources": [
    {
      "authors": "Brandstätter",
      "year": "1997",
      "source": "Journal of Personality and Social Psychology"
    },
    {
      "authors": "Gollwitzer",
      "year": "1999",
      "source": "American Psychologist"
    }
  ],
  "wordCount": 458,
  "image": "https://www.shr.swiss/img/blog-editorial-2026-04-01-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/accueil-client-preparer-les-exceptions-avant-qu-elles-surviennent",
    "en": "https://www.shr.swiss/blog/accueil-client-preparer-les-exceptions-avant-qu-elles-surviennent-en",
    "de": "https://www.shr.swiss/blog/accueil-client-preparer-les-exceptions-avant-qu-elles-surviennent-de",
    "it": "https://www.shr.swiss/blog/accueil-client-preparer-les-exceptions-avant-qu-elles-surviennent-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/accueil-client/bale",
    "city": "https://www.shr.swiss/formations-ville/bale",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}