The reception desk is the front line of your business, and the person manning the reception desk is your foot soldier. They take hundreds of calls a day, organise cups of tea, face your clients head-on and deal with every issue and complaint under the sun.
They know your business intimately and there’s a lot you can learn from them…
Who your key members of staff are
Most calls to your front desk are from clients. They’re ringing up to find out how much a certain product will cost, describe an issue they’re having and “just to chat…” (The most annoying call of them all)
Your receptionist takes these calls and knows who these clients are asking for. It’s that person who is the key player in getting your name out there. Your receptionist is the person bringing the calls in, and they need praising.
The receptionist has quite a lonely job. In most instances they’re sat up there on the front line alone; somewhat of a floater, they’re neither in a team nor outside of one.
But this is a good thing. Many members of staff head to the receptionist to vent their anger or frustration with their team members, looking upon the reception desk as somewhat of a psychiatrist’s couch.
All of this gives the receptionist the best idea of the morale within the team, and you, as the employer can deal with it accordingly.
The issues you’re facing
As well as it being a good place to vent about other employees, the reception desk proves to be a good place to vent about the business.
It’s quite common for staff to take 5 minutes away from their desk, head over to the receptionist for a chat and start to tell them about the issues being faced within their team.
Whatever is going on, it’s likely that your receptionist will be the first to hear about it.
Who the team players are
The receptionist, despite popular belief around the office, has a lot of work to do. From printing out that presentation you need, to organising the meetings for the day and week.
The people who realise this and help are your team players. They pitch in and cover someone’s lunch hour, help to carry the heavy boxes up the stairs, and print their own presentation off when the receptionist looks like they’re going to explode with stress.
So as you can tell, the front line is the best place to learn about what’s going right and what’s going wrong in your business, and you can improve your place of work by paying attention to it.