The Tribune

By IAN FERGUSON

People often say that first impressions are lasting impressions. Research further indicates that people know whether or not they want to do business with you within the first seven seconds of engagement. Think about how many stores you walked out of because of the first ‘vibe’ you felt, either from the employees or the facilities.

If all of this bears true, then companies must be more deliberate in making a good first impression, and ensure those individuals we source to make initial contact with our patrons are the right ones to do so.

Today’s article drives us to explore the value of reception services, the key competencies of receptionists and tips on how to secure the best receptionists money can afford.

Reception services play a critical role in a progressive company. This is not just the person who answers the telephone or seats the customers and guests, but who sets the tone - the mood and the environment - for both internal and external customers. A cantankerous, miserable and unruly receptionist can create havoc in the workplace. The receptionist has the responsibility for enhancing the customer-client experience. They ought to add value to the company with every action, and be the true reflection of all that business has to offer.

Here, then, is a brief listing of core competencies for great receptionists:

• Effective communicator. These team members speak standard English seamlessly, and articulate their words clearly and warmly.

• Problem solver. These team members are the company’s first line of defense. They are the first ones to address the concerns of the client, and the last to ensure that all matters have been dutifully addressed. This quality is golden in reception services.

• Knowledgeable. These team members have most of the information relative to the business, and are able to answer most questions.

• Passionate. This almost goes without saying. There must be a lively, upbeat and energetic presence that follows this team member. They must show everyone that they love what they do, or else they will put a damper on the place.

• Telephone etiquette and office procedures expert. There must be some technical competencies displayed by these team members. The proficient use of the telephone, copying machine, computer and other office tools are essential for the proper functioning of the reception services unit.

• Accommodating, warm and hospitable. These team members make the visitors to the office feel invited and comfortable. It is in this kind of environment that most customers enjoy conducting business.

• Strong personal brand and professional image. The receptionist must look and act the part of the consummate professional. Clothing, hair, make-up, behaviour and attitude must all combine into excellence.

Here, then, is the final, and perhaps most important, question. How does a company identify a great receptionist? Here are my four tips:

1. Pay them well. If you value the crucial role this person plays, their pay cheque should reflect the same.

2. Do not diminish the work they do by relegating it to less than other roles .

3. Provide the training (hard and soft skills) to encourage proficiency.

4. Place them in an environment that is safe and conducive to the image you are trying to portray

I trust this article does some damage to the image of the lazy, untrained, gossipping, gum chewing receptionist who everyone tolerates and, in so doing, sheds light on the worth of securing quality reception services professionals.

• NB: Ian R. Ferguson is a talent management and organisational development consultant, having completed graduate studies with regional and international universities. He has served organsations, both locally and globally, providing relevant solutions to their business growth and development issues. He may be contacted at tcconsultants@coralwave.com.