Warm Reception
Two weeks after my 16th birthday, I walked into a radio station’s lobby to ask about a job. I was a shy kid and had no idea what I was doing.
A woman named Renee sat behind the receptionist’s desk. She could not have been nicer to me. Barely containing a smile, she asked what I’d done to procure a job as a disc jockey. I explained (probably trembling) that I didn’t know how to do anything.
Renee pulled out a sheet of paper and began writing down instructions for me: This is how you make an audition tape; this is what you should have on there; when you’re finished, this is the person you want to contact; here’s his phone number; here’s the best days to reach him.
She ended with, “Any questions, just call me.”
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Today (May 10) is National Receptionists Day. Over 40 years later, I remember the name of the woman who held down that position at KFMN, and who essentially coached me. That certainly wasn’t part of her job description, and yet without her, there’s a good chance I would’ve ended up working at a grocery store or a landscaping company.
I’ll never understand why so many companies treat their receptionist as a throwaway position. I once penned a business article titled “Front Line Troops,” and it was a warning that too many businesses don’t understand the importance and value of their receptionist.
She or he is the first person your customers/clients will see and talk to. We all know the importance of the first impression. If they’re well trained and well paid, they can be a remarkable asset. And yet far too many short-sighted companies will never understand that.
In fact, plenty of companies have eliminated the position entirely—they either have various other employees rotate the responsibilities, or they simply don’t have a human being there to greet people.
Companies see this as a cost-cutting measure. I see it as another example of short-sighted thinking. What price do you put on customer relations and customer satisfaction?
If I ran a radio station, I’d hire a real fireball to represent the entire staff. It would be someone who greeted every person who walked through the door with a huge smile, made them feel important, and made them feel like that trip into the radio station was the best appointment they’d have all week.
I’d teach them everything about the station so they would never be at a loss to explain anything. They would have decision-making responsibilities. They’d get shit done. People skills would be crucial and impatience not tolerated.
But when I found the right person, I’d pay them a big salary and then bonus them when the station succeeded. I’d go so far as to make them a known entity to the listeners, calling and putting her/him on the air for bits during the morning show. Make them a star. Make them part of the family.
Not the disrespected and often-forgotten person who sits quietly at the front desk of many companies.
On National Receptionist Day, I nominate them as some of the most misunderstood and most under-utilized assets around the country.
Thank you, Renee, for helping me start my career.
And thank you to every receptionist who cares about what they do. You’re appreciated.
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Generally at the end of these posts you’ll see a suggestion to buy Dom a tea or a beer. This time, buy your company’s receptionist a case of wine or a month of coffee.
