Make More Revenue by Restructuring
Your Reception Department
Fact: Your receptionists can help you grow your business – or kill it?
Have you listened to how your receptionists answer the phone and handle call management, or how they conduct your check-in and check-out process? Maybe you should!
I was recently a secret shopper, and prior to visiting a location I called the business to make a reservation. I heard some very interesting things that made me wonder about their training.
In this particular situation, the receptionist informed me the business did not have any available appointments but she would look into it and call me back. I waited and waited. Three days went by and I did not get a call back. Needless to say, I was disappointed.
During other occasions, receptionists would only reserve a particular treatment the caller was requesting. That’s why I say, “Most receptionists are order takers, not revenue generators.”