By Mel Lester
Best-selling author and consultant Harry Beckwith writes, "In our work, we have found that the first five seconds – the greeting, the welcome, the receptionist's answer – influence customer satisfaction more than any other act. Clients love feeling welcome."
So how's your welcome? In my experience, few firms in our business give much importance to it. Think about it: Who's the lowest paid employee in your office? What's the first position to be filled by a temp when there's a need or opening in the administrative group? Not surprisingly, the person answering the phone often comes across as unfriendly, indifferent, or unfamiliar with the firm and its clients.
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