The Best Receptionists
Posted: April 29, 2016
Most of us who rely on the telephone every day can tell right away how the conversation will go after speaking with the person who answers the call. Usually, the individual who answers the phone is a key person in the office and has the ability to connect the caller with any one of a number of decision-makers. And, it's the caller's responsibility to give the phone attendant the best opportunity to do their job expeditiously.
This is why, as the caller, I always try to make the receptionist's job easier by announcing who I am, who it is I wish to speak with and what the call is about. I have found that the person answering the phone appreciates my introduction since he/she is often asked to perform other office tasks while not attending to the telephone. Or, many times, the administrative professional answers multiple phone lines and is actively trying to put the callers with the correct person.
In my opinion, the best receptionists are those who are friendly and positive, make my phone call seem important and have a sense of humor.
Not matter what the administrative professional is doing at the time of the phone call or how lousy the weather is outside, the best receptionists answer the call in a pleasant manner. I know it sounds corny, but a smile over the telephone is infectious.
If I am calling someone for the first time and the receptionist does not know who I am, the conversation starts best if the phone attendant makes me feel like my call has value. If the phone attendant responds to me by my first name or calls me Mr. Ropa, I get the sense that at least the administrative professional takes my call seriously.
Lastly, I believe it's important that the secretary has the ability to smile or possibly get a good laugh out of my call. For example, when asked for a repeat of my last name, I will say, "ROPA. R-O-P-A. But there are times when the receptionist responds, "RODA, or ROBA? I reply, No, it's Ropa. "P" as in pneumonia."
If that doesn't get at least a grin out of the receptionist, then my best guess is that are not really good at spelling. But at least I get a chance to smile during the call.
Administrative Professionals week is April 25-29. As small business owners, it is imperative that we take time to thank those in the office who probably know more and do more than anyone imagines. I encourage you to do the same.