Etiquetteer has long said that janitors, headwaiters, secretaries*, and receptionists truly rule the world. Remaining in their good graces is more important as those of national leaders and captains of industry. This being National Receptionists Day, let’s reflect on the importance of their work, and the difference your treatment of the receptionist impacts that company’s perception of you.
When clients and customers interact with a business, they want to be treated as though they, and their business, are actually valued. So whether in person or on the phone, a receptionist’s initial quality needs to be patience, considering how difficult automated phone trees are, not to mention urban parking. Patience, sympathy, but always with a certain formality that projects both competence and Perfect Propriety. Etiquetteer promises you that this reassures clients.
Receptionists really do have to be prepared for anything, and to answer all possible questions. Think about what Mrs. Wilson identified as the perfect servant’s gift in Gosford Park: anticipation. And so it is with a first-rate receptionist, being able to gauge not just what a caller or client says they want, but why, and what their underlying need really is. This means being aware and informed of just who does what and why within the company, but also parking and driving directions, restrooms, coffee, nearby restaurants and other businesses, local events, etc. Truly a walking encyclopedia.
“The company will instruct its receptionists to dress conservatively, sit quietly and attentively, speak softly, address and refer to employees formally, stay off the telephone except on matters of business, abandon chewing gum,” says Esquire Etiquette of 1953. Considering how informal office life has become in the intervening decades, this seems almost amusing. Etiquetteer still remembers the (unverified) story of ladies being taught to type “sidesaddle” at the old Katharine Gibbs School because it was considered more attractive. Posture is, of course, important, but thank goodness we’ve moved beyond that!
After manners, a receptionist’s greatest asset is his or her speaking voice, especially in terms of diction. It doesn’t matter how helpful the information you’re providing is if no one can understand you! Speaking distinctly in a low tone, without sounding rushed, conveys not just information, but the perception of efficiency and concern.
Now what about you, Aggravated Self-Important Client? Etiquetteer doesn’t care how important you are or think you are**, being rude to the receptionist isn’t going to get you anywhere. When calling first thing in the morning, if the first words out of your mouth are “It’s 9:02 AM, and no one has picked up the phone!” and the office opens at 9 AM, you are likely to be put near the bottom of the list for assistance***. Automated phone trees are the Devil’s Maze, to be sure, but the receptionist isn’t to blame for them. Sometimes the receptionist will not be able to help you, without being at fault. It’s possible to convey dissatisfaction without making it personal. The phrase “I know this isn’t your fault” can go a long way.
Technology, and indeed the pandemic, have altered office life in such a way that we don’t always have receptionists to assist us any longer, but everyone on the front line in such a role — hotel clerks, cashiers, security desk officers, and especially airline gate agents — need and deserve the same courtesy. Etiquetteer wishes you many Perfectly Proper interactions.
*Now known as administrative assistants. Etiquetteer vaguely remembers Paul Fussell noting in his book BAD, or the Dumbing of America that basic jobs were made to sound deceptively more important by adding syllables, e.g. “sales associate” instead of “sales clerk.”
**There’s often a notable difference.
***True story.