How the Receptionist sets the Tone of Your Office

It is often said that you only have one chance to make a first impression. In the world of business this especially rings true. The first impression is often what makes a prospect a customer or a missed opportunity. For many companies, the first person that you see (or hear) is the receptionist. The receptionist job is fairly complex in that they must perform in such a way that will not only appear favorably to the potential client, but to their employer as well. To put their best foot forward and to make themselves invaluable to their employer, the receptionist must focus on the following areas to be successful in the position:

Accuracy: The receptionist must be accurate in both giving information and relaying information within the company. Being the communication hub, the reception desk must be a place where both coworkers and clients can hang their hat. In order to successfully execute this facet of the job, the secretarial staff must be educated and kept abreast of the workings, products, services and policies of their company.

Appearance: Sometimes you can judge a book by it the cover. In business, appearance is important; especially in the case of the receptionist. Having a pleasant phone demeanor is one thing, looking the part is another. The receptionist is the first person that the client sees upon entering the workplace. Knowing the importance of first impressions, importance must be placed on appearance. We realize this sounds superficial but it is true. The employee needs to be well groomed and stylish, wearing appropriate clothing for the environment. Often times what is considered appropriate varies from office to office. A medical office would require different attire than an auto mechanic shop, etc.

Neatness Counts: Not only is the receptionist the first person that the client sees, the reception area is the area that first strikes the eye. It is extremely important that this area be kept neat. Maintain a neat and tidy work area. Again, first impressions are everything. Regardless of how hectic or busy an office is, the reception area must be a haven of neatness and organization. If you have a small business, you know how quickly papers pile up. Take a look around your own area and ask yourself, if you saw the same environment in another office, would you think they are a capable business? The receptionist desk is truly the first line of defense in new customer acquisition and needs to be an aesthetically pleasing representation of the “quality of service” of the business itself.

Prioritize Tasks: Often times; the front desk is a revolving door of visitors and phone calls. The receptionist desk is no different from any other aspect of jobs in business offices. Tasks pile up, jobs are sometimes left unfinished, and a stress on multitasking is a must. When having to juggle multiple clients, it is important that the receptionist be polite, focused and calm. If all seems well, then all is well. A receptionist will set the tone with the proper attitude and demeanor. If you are stressed (and if you are running the heading the receptionist office of a small business, you probably are), don’t let it show. Or, at least wait until the clients clear out to let out a stress relieving battle cry.

Don’t Slow Down: If there ever is any down time (and that is a very big IF), it is important that the receptionist look busy. This makes the right impression on the client, but even more so to the boss. Keeping busy not only keeps up appearances, it also makes the day go faster. The employees that “watch the clock” tend to fail in many aspects of the job. These clock watchers often create a monotonous work atmosphere that comes from waiting on the five o’clock whistle to ring. There is always something to do in an office and always other people that could use some help.

Kill Them with Kindness: It is a rule of thumb that customers and coworkers can often times be difficult to deal with. It is important that the receptionist is aware of this. By being prepared for this, these situations can be diffused. Remember, if you are less than “kind” to a customer on the phone, there may come a day when you will see that customer face to face. Or, worse yet, you may lose that customer. Kindness is the ultimate weapon to combat rude or abrasive customers (or fellow employees). By continuing to smile, even in the most adverse situations, the receptionist can actually turn a negative into a positive.

Be a Gracious Host: Treat guests accordingly. Manners are not a relic of the past, in fact, they are more important than ever. Manners are a way to show a person that you care about them. This action will not go unnoticed. When a client enters your office, greet them with a smile and stand up straight and tall to acknowledge. Be friendly warm and inviting. If the client happens to be there to see someone for a meeting, welcome them, ask for their name, and pass along the information to the appropriate party in the office. A good receptionist will offer to take the clients coat, as well as offering them coffee, water or other beverages. In addition, answering any questions that the client might ask is a great way to make an impression. If you don’t have the answer; Get it. If they need directions, go online and print them out. Go above and beyond for the client. The goal is simple. Make the client feel welcomed, comfortable and part of the family.

By following these basic guidelines, the first impression of your company will not be the last. A good receptionist can set the tone of the entire company. The job of the receptionist is just as important as any other role. Not only can you dazzle the client, but dazzle the office as well. By going about the job and applying these principles, the receptionist can be the most important of any company and add a value beyond their secretarial duties. Any company can benefit by having a competent receptionist on staff. The benefits are not just in improved relations with clients and prospects, but it also rubs off on other employees; setting the tone for a successful and happy work environment.

This is a guest post by Nicolas D’Alleva. Nicolas is the owner of Specialty Answering Service. Specialty offers outsource telephone answering service and call center services as an addition or fall over system to your own in house receptionist staff.

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