YOUR RECEPTIONIST IS COSTING YOU BUSINESS
Philipe and Alissa are managers for a high-end salon in a very affluent area. Their salon just received a negative social media review from a customer trying to make an appointment with their receptionist who was uncooperative, and will not return. As managers, they are responsible, but they both are very supportive of their receptionist who is well liked. They read the well written descriptive review not in disbelief, but interpret it in defense of their receptionist. Neither of them contact the customer. Both managers have now joined the receptionist’s customer mishandling by not addressing and correcting the situation, which means this behavior will not only continue, but probably will embolden her. Believe it or not, this is a very common scenario. And numbers imply only one out of a hundred will take the time to write a negative review depending on the industry. Many businesses rely on incoming calls. Even the ones that don’t, a receptionist that is not “fully engaged” will cost your business opportunity. A receptionist can be very engaged at work, but conflict can still occur – this type of conflict is a different dynamic, different than engagement. This can be easily corrected. Know that the “receptionist is costing you business” is mostly invisible. Protect every opportunity. Colby Seashe
