I'm trying to run a department with very little admin support.
We have loads of time-sensitive work and we get sued if it doesn't get done on time. We had a couple crises arise today. It's fulfilling work but you can only manage if you're super organised.
Our main receptionist has a bad habit of ringing me when randoms drop in. Fine, ring once, nice to see if I'm free, but usually I'll have to say take a message or book him in later. I can rarely come down for "just a sec". We don't see people without appointments.
Lately I've had to talk to her manager because the calls are becoming like:
"This lady dropped in..."
"Yeah, got this bundle due at 4,sorry,book her in on Thursday?"
"Yeah but she said that you said that she could come in any time..."
"Yeah really no, okay bye"
"Yeah but she has kids with her and they took the bus..."
I even get calls when I'm with clients.
Today she rang because a current client stopped in for a "quick question". I said "No, sorry, urgently getting something done before my 4:00 appointment," She rang again ten seconds later, saying again, "Yeah but he said that you said that he could just pop in?"
I said, "Well now I have to come down because you're doing this in front of him. When you do this it means my work doesn't get done and I have to stay late."
Of course the person popping in pulled out paperwork and wanted to have a sit down so that happened. I just shrugged and thought, " Fine, late-ish night at office" and resigned myself to it.
I left the impromptu appointment to find the receptionist flouncing about the lobby shouting that she was quitting because I had talked to her like shit. There were clients in the lobby. My colleague and I got her into a room and made soothing noises to shut her up.
She still left. I'm pretty sure it was a drama quit because her things are still here.
Our manager isn't here today.
What's the appropriate response from my manager here? She is very good friends with the receptionist and they socialise outside of work. I fear therell be some placating response so they don't have to hire a new admin.
Can someone coach me on how I navigate this?
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Receptionist shouted at me and flounce off job
238 replies
Waytooearly · 08/11/2019 21:48
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