Reception Teams - The Universal Unicorns!

Have you ever heard the expression, “First impressions are the most lasting ones”?

Have you ever experienced an amazing first impression OR a really crappy one?

I have!

It’s no secret that front line professionals; receptionists, client care coordinators, client service representatives are the ones most responsible for that first peek into your business, your organization or your team. When surveying reception teams in veterinary medicine, I ask them how many conversations they might have in a day. Most shake their heads, sigh, shrug and avoid answering because coming up with a number is hard. For many, when we do the math, it’s shocking to learn that they are having hundreds of conversations a day or a shift; phone, in person, email, text, video calls - hundreds! Ask your own front line staff to come up with a number, it’s impressive, for SURE.

In these hundreds of conversations, they are the first impression, the first step in serving the client, the first interaction with your business that your clients have. It’s a BIG deal. AND, in many cases, they are also the final impression; lasting and powerful. It occurred to me as I have the pleasure of meeting hundreds of these professionals, that they not only are they tasked wth the first impression they are expected to maintain a ‘sunny’ disposition throughout they day while engaging in these hundreds of conversations. Wow! I admire these people - I was one of those people - I am that person still with my own business. It has responsibility worth noting.

 While this group of professionals are not as studied in the literature, one can surmise that they would benefit greatly from enhancing their dialogue skills through study and practice and reflection as any other professional. Often, these roles are filled with staff that have aptitude or interest in communicating with people, it seems a rarity that they have studied dialogue and the complexities that come with interacting with so many other humans.

 Especially challenging is when clients (or team members) are frustrated, distraught, distracted, anxious, worried or scared. Enter these front line staff - taking the brunt of it while trying to smooth things over and create that optimum first and last impressions. Are you? or do you work alongside these unicorns? These humans that thrive in high traffic dialogue environments. I’ve noticed the turnover is often high and many experience workplace burnout.

Is this you? Is this your company?

Who are your unicorns and might they benefit from study & practice that directly relates to the important work they do? 

It was in my observations and admiration of them that I saw the need to build a program JUST for them; to build skills, to find fellow professionals that share a unique perspective through their role & responsibilities.

It’s how this 2 day program was formed: Rally the Receptionists.

Two full days for the front line people of professional services refining skills to make the most difficult conversations into the most rewarding ones. Specialized content for this important and often overlooked role. 

Spoil your unicorns! This program is JUST for them.

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