Friday, July 29, 2011

How is your Director of First Impressions ... or more commonly known as receptionist?

I often highlight articles and comments from Seth Godin posted on his blog HERE!

Check out an article called the "The $20,000 Phone Call." He's so right ... again!

The $20,000 phone call.

When a homeowner decides to put his house on sale and calls a broker...

When he calls the moving company...

When a family arrives in town and calls someone recommended as the family doctor...

When a wealthy couple calls their favorite fancy restaurant looking for a reservation...

Go down the list. Stockbrokers, even hairdressers. And not just people who recently moved. When a new referral shows up, all that work and expense, and then the phone rings and it gets answered by your annoyed, overworked, burned out, never-very-good-at-it-anyway receptionist, it all falls apart.

What is the doctor thinking when she allows her neither pleasant nor interested in new patients receptionist to answer the phone?