Monday, December 2nd, 2019

They Are So Much More Than A Receptionist

“I’m just a friendly person; that runs in my family.” -Dolly Parton

The person who greets your client and other visitors is so much more than a receptionist. It is such an important role, especially if you, like many firms, have an office where people feel comfortable just stopping by.

Many firms are now titling their receptionist the Director of First Impressions and that is exactly what they are. Visitors to your office, whether they are a client, a prospective client, a delivery person, an interviewee or a person making a sales call, will talk about your firm. Make sure they are saying, “Wow, what a friendly place!”

Little things make the biggest difference in this area. Does your DOFI offer refreshments? Do they hang up the client’s jacket/coat in a cedar-lined closet? Do they have a menu prepared that lists the types of beverages you have available? Do they engage in small talk in an informative, entertaining and helpful manner?

They are truly an ambassador for your firm. It is not a job that should be looked down upon by other people on the admin team.

If you have an all-star in this role, I hope you are paying them a premium. I know a firm that once won a huge client partly because they liked the way they were treated when their executive team visited the firm’s office.

Read this interesting and helpful article by Jeffrey Gitomer called Receptionist Selling.

  • "We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better."
  • Jeff Bezos

Leave a Reply