Archive | May 2016

How’s Your Reception?

I’m back!

Today I came across someone who’s left hand didn’t know what her right foot was doing.


Well, I think of it this way. Hands are (more or less) on the same level of play. So if they’re suppose to clap but one decides to snap instead… You get the picture.

Now imagine someone who is suppose to be clapping, but instead the left hand snaps its fingers and the right foot decides to tab a counter beat. A bit confusing, don’t you think?

This is not good for a business. Whether this person is your employee, or a person you have to try to work with to get something done (co-worker), or a customer trying to get their needs met – the reason for the visit in the first place.

5-18-16 bad receptionist-2For the example I’m giving, the uncoordinated person is a receptionist. A business first line of contact with customers. This person, even if a new employee, should follow through with requests. You want this person to tell a customer/client that they will pass the information along to the proper person. Then if the receptionist tells your customer/client that the item they want will be ready to pick up at a specific time later that day – you want that receptionist to have done their part and follow through.

Now, imagine how bad you/your business can look if the customer returns at the appointed time and: the item isn’t ready (turns out no one was notified). The receptionist then proceeds to apologize, states that she will make sure you – the owner – knows. Then leaves for the day, because it’s her scheduled time to leave – never speaking to anyone. It can make it a challenge to get back in good graces with your customer. When the customer has wasted two trips, then will have to make a third one to finally get their item, you have some major customer relations work.

Remember, your receptionist IS your first line of contact with clients. You WANT this person to be able and willing to handle things and have the temerity to follow through (as far as they can) to make sure the customer is happy. Yes, this can be a challenge for a new employee and allowances can be made – to a certain degree. So, work with your receptionist to make sure you both understand what is required and what is expected. You can’t teach common sense, but you can teach how to do the job right.