I have written previously on the importance of the receptionist position, most notably perhaps in an article I did for Bloomberg Wealth Manager entitled “Welcome Matters” (you can click on it here). I said I thought the position was the the second most important job in any law firm. My experience since I wrote that article over three years ago has only strengthened that opinion. As Malcolm Gladwell described the importance of taking charge of the first 30-90 seconds in Blink, so now comes Seth Godin with a similar message. Some of my favorite marketing bloggers, Gerry Riskin, Tom Kane, and Michelle Golden, weigh in on the same subject.
The problem is that most employers will not treat the receptionist position (Director of First Impressions) as important, and will not pay appropriately. Their system seems to be: “We can get some high school graduate to do a little filing, a little typing, and, oh yeah, answer the phone.” The result can be measured in ticked off clients and lost sales.