The past year had been quite difficult for Ted Daley, and he was growing weary. First, there was Covid, and business was down. Ted owns a small roofing company, and he saw his profits shrink and shrink some more in 2021. People were waiting to have their roofs replaced or repaired – riding out the pandemic, Ted thought.
He also had a few employees who quit or caught Covid and hadn’t returned to his company. However, one employee who didn’t leave was Delores. She was an older lady, a friend of a friend, who had served as Ted’s receptionist for the past two years. Ted had to admit that Delores wasn’t really good at her job, but he did his friend a favor by hiring her. She was nice enough (usually), but really lacked the skills a good receptionist needs to have. And, if he was being honest, Dolores had a bit of a temper. He recalls one recent afternoon when one of Delores’ weaknesses was on full display.
Ted had just come back from meeting with a client. The winds were icy and severe that day, and he spent the last two hours outside surveying a roof. He was cold to the bone and tired. As he walked into the small lobby of his roofing business, he overhead Delores on the phone.
“I’m sorry you feel that way, but it’s your own fault,” Delores told the customer. With an angry edge to her voice, Delores continued: “Quite frankly, I’m tired of dealing with you, so have a great day.” And with that, Delores hung up the phone.
Ted was shocked. Yes, he had witnessed his receptionist get frustrated with clients, but he had never heard her being so rude, let alone hang up on someone! Upset, he went into his office, shut the door, sat down at his large Oak desk, and began writing a list of all the qualities he wanted in a receptionist:
- I want someone who is warm and friendly. Someone who cares about people and actually likes people.
- Someone who is enthusiastic. Who likes to come to work. Who has a passion for their job and wants to help people.
- I want someone who can solve problems. A person who is trained enough in the roofing business to answer questions and help customers when I’m out in the field. I would like a receptionist who wants to learn about the roofing business and asks me questions about things they don’t know or want to learn.
- It would be great to have a receptionist who is reliable, someone who will show up every day and on time. (Delores was known to call in sick a lot or come in late. Her cat Daisy was always going missing, and on many mornings, supposedly Delores was late to work, out looking for her wayward cat.) That is really getting old, Ted thought.
- I’d like someone who can multi-task. Answer the phone, take notes, and greet a client in the lobby without getting frustrated. (Delores often got upset when a few things were occurring at the same time. She sometimes took out her feelings on the customer. Ted had spoken to her several times about this, but Delores seemed unwilling or unable to change.)
- I want a receptionist who is highly skilled at being a receptionist: answering the phone with a friendly greeting. (Ted had given Delores a telephone greeting, but she rarely answered the phone how Ted expected. One time, he even overhead her answer the phone with, “Yeah, what do you need?”) My dream receptionist should also be trained on a newer phone system, keeping up with technology, and be able to take clear messages and route calls accurately to my staff members.
- Finally, and this would be amazing, I would love a 24-hour receptionist. (Often, Ted would receive calls in the middle of the night on his cell phone about roofing issues that could wait until morning. Occasionally, it would be something serious like a severe leak in a rainstorm, and Ted would want to take the call. A 24-hour receptionist could screen the calls, and only contact him in emergencies.)
After writing down this wish list, Ted sat back in his chair and realized it was time for Delores to go. Good communication is essential to a thriving business, he realized, and if his roofing company was going to bounce back, he needed to make sure he was excelling in every way. Delores was the first person many of his clients encountered, and he knew she often made a poor first impression, which was hurting his business.
That day at lunch, he met up with an old friend – also a business owner. Ted told him all about his receptionist troubles.
“Wow, that’s too bad,” Jacob said. “It does really sound like it’s time for a new receptionist.”
“Where did you get your receptionist?” Ted asked. “Whenever I call you, and she answers the phone, she is great. Friendly, upbeat, and knowledgeable. I’m jealous!”
Jacob said, “I employ a 24-hour telephone receptionist from Bennett Communication Services. They are the best communication company in the area. My Bennett receptionist is awesome. She’s super positive and caring and does her job extremely well. My customers love her.”
Ted went on to tell Jacob the many issues he was having with Delores.
“I have nothing but good things to say about my Bennett receptionist,” Jacob said. “She is always on time and came highly trained. Sometimes, I think she knows more than I do,” Jacob laughed. “When I’m out and return back to the office, everything is handled. Plus, I love the fact that Bennett Communication Solutions provides 24-hour receptionist services. I never miss a call, and I never make a client unhappy. Everyone is always taken care of in a great way.”
Ted realized that he had been suffering with poor communication for some time, and it probably hurt his business. How many customers had Delores turned off? How many missed calls because she is easily frustrated and won’t answer the phone? Just too many negatives, Ted knew.
Before he left the restaurant that day, Ted got the phone number for Bennett Communication Solutions. He knew from talking to Jacob that superior phone communication was something his business could attain if he hired a true, highly trained professional from a company devoted to outstanding communication. A receptionist who is caring, calm, and well mannered. Someone who could expertly execute all of their duties. Someone who wanted to understand his business and be a true partner to him.
A week later, Ted hired a 24-hour telephone receptionist from Bennett Communication Services, and he is so happy he did! His company’s communication is outstanding, and all of his customers comment on how great his new receptionist is. All calls are being answered with a customized greeting. No calls are being missed. He is sleeping through the night, knowing the phone is being answered. And his staff and customers are happy.
Ted now fully understands that a high-quality receptionist is essential to a successful business – and a good night’s sleep. Ted was so happy that to thank Jacob for pointing him in the right direction – Bennett Communication Solutions - he took him to the best restaurant in town, and lunch was on him!
