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When a client or guest walks in, the front office should be a positive environment for receptionist-client interactions. Creating a positive impression is very important as they reflect how the business values its clients. One of the important receptionist responsibilities is making sure that anyone who walks inside the door will feel welcome. And how can these be accomplished? First, regular housekeeping will keep the front office tidy and clean. People notice when the place is not regularly cleaned. Second, the design of the front office should suit the target clientele preferences. There should be plenty of room to move around, enough lighting for reading, a restroom, etc. Third, the receptionist must be friendly and professional at all times. Effort must be made to remember names for it adds a more personal touch to the interaction. People feel a sense of importance when the receptionist remembers their name.  

One of the best-kept secrets to delivering top-rate customer service is having backup support who can step in and provide a seamless solution to specific concerns or issues of customers. There will always be occasions when your receptionist or customer service representative is unable to solve or provide answers to questions or issues of clients. Proper training can significantly reduce these situations but it is always good to have a back-up plan just in case, things can escalate and there is a need for somebody who has the background and position to address such issues. It is taboo for receptionists to let a customer walk away with an “I don’t know”. In order to create a good impression and build rapport with your customer, a more acceptable and positive answer would be “let me find out”.