If you have a reception, you are in the business of hospitality!

5 non-negotiable habits of a receptionist, in all types of businesses!

Recently I took my child to a dental clinic, for the first time.

I chose one based on ratings & reviews. It even had “luxury” in the name.

I was reassured by the pre-visit standards:

good telephone etiquette

proactivity in offering details

call to reconfirm the appointment

anticipating needs with an online medical form 

Only green flags. 

Nothing impressive or luxury though. 

(like using my name in the conversation 🤩, one of the indicators of a trained receptionist)

I even looked forward to going!

😒 Well the visit was… transactional.

We felt confused, lost in the clinic, ignored, handled.

High with hope when offered a coffee, but back to disappointed when we awkwardly left in silence.

The medical exam was fine, full of information, lacking in chemistry with me or the child, but met it’s purpose. 

Oh, but the discrepancy between the “luxury” in the name and the behaviors in the clinic’s reception was sooo obvious!

Just like the amount of missed opportunities to turn us into happy clients. Nothing. From any of the 3 employees behind the desk (with no other patients at that time).

For me the conclusion is very simple: instead of treating your receptionist like admin, invest in their behaviors, train & check standards. 

Because their habits define your business and impact your revenue!

👥 Patients are guests, they’re anxious & vulnerable.

💼 Clients are guests, they’ve chosen you, you’re not entitled to them.

🛍️ Customers are guests, even if they “just came in to look.”

👔 Interview candidates are guests, the hiring process is your brand.

🆕 New hires are guests until you integrate them.

🚚 Suppliers are guests, today they deliver, tomorrow they refer you.

🎓 Parents in a private school? Also guests, emotionally invested.

🏋️ Members of your fitness club are guests, paying for consistency & recognition.

NON-NEGOTIABLES

🔹Look up

Monitor the lobby/reception area & react FIRST to each person entering the door (eye contact, smile, hello)

🔹Use a polite language.

Welcome! My name is Tom, may I have your name? How may I help you? Of course! My pleasure! Allow me just a moment!

🔹Minimize guest’s effort 

To find the bathroom / treatment room, carry the coat, complete forms, answer too many questions, wondering what happens next

🔹Make conversation

Create personal connection, identify uncomfortable emotions & put them at ease or good vibes & enhance them

🔹Personalize the interaction

Use guest’s name, offer to book next appointment, make introductions when handing them over to the doctor, hairstylist

👇 What would you add to the list?

Or tell me, am I being too picky? (I usually am when it comes to service 😏)

If you’re ready to upgrade your receptionists from admin to business partners, let’s talk!