If you're the owner of a law firm or for that matter -- any kind of company -- you may not realize your Receptionist has the power to make or break your business. Your success may ride on the Receptionist's skills and abilities to represent both you and your business. Small firm or large company -- size doesn't matter. Your Receptionist is the first person your potential client or customer hears on the phone and is the first person they'll meet when they walk in your door. That's power.
If you just read that paragraph and experienced a fleeting thought that the person who is occupying the front desk at your business might not be right for the job -- then you have a problem. The seed was already planted in your subconscious mind before you read that and now -- it cracked through the soil on its way to the surface. You can either fix that situation or let it go. It's your choice and your business.
But -- if you read that and it confirmed what you already knew -- that you DO have the right person working for you as your Receptionist -- that's great! You're fortunate to have a valuable employee working for you and your business. That's the key position in your organization --the first line of defense.
We've all made appointments -- with lawyers, car repair shops, doctors' offices, hair salons and other kinds of businesses. We've all made reservations at hotels, or restaurants, or with airlines. We've all had conversations on the phone or in person with people from all walks of life who booked those appointments and booked those reservations for us.
If you've had an experience over the phone or in person with a Receptionist who made you feel like your call or visit wasn't important -- or they were rude or unpleasant towards you -- you're going to remember. Why would you, the customer, pay for a product or a service when you've been treated like that?
On the other hand, when you've had a positive experience with a Receptionist who greets you in a friendly and pleasant manner -- treats you with respect, and makes you feel like your business IS important to them -- you'll be more inclined to pay for the product or the service you want or need and you'll go back to that business again.
An effective Receptionist may make all the difference!
