Receptionist shouted at me and flounce off job

[Waytooearly]

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?

I can't believe OP amateurishly again picked up the phone when with a client as she thought there was a fire. as to why there aren't fire alarms for fires.

OP, you haven't a leg to stand on, I'd be looking for another job. You don't like the working environment there anyway, as you seem to struggle to fit in.

*purely

I'm guessing here that you're a legal aid family lawyer(!)

YANBU. The correct response to the receptionist is to refer her resignation to HR. She sounds useless.

The receptionist and I were the only ones in the building when she rang me when I was with a client. No I didn't literally think there was a fire.

If she's scared, or at risk, because she's alone, that needs to be addressed, with a proper protocol. Everything sounds very ad hoc and unpredictable.

So you have aggressive clients who can just walk in off the street and she’s on her own? I wouldn’t want to work for you, either.

When did I say the clients are aggressive?

The receptionist doesn't work "for OP". She works for the organisation that OP is part of ,they both have a manager etc.

Soon we'll have OP running some kind if money laundering,modern slavery business.

She's not at risk. I'm only saying that I have been giving her the benefit of the doubt and assuming that if she calls at a weird time it's something actually urgent.

If the receptionist could not get hold of you (you were on the phone/loo/in an off-site meeting) who would she call? You say you answer the phone because she is on her own, which actually I think is good of you - but maybe making the situation worse, but if you were not there who would she call? If there is literally (not teen-speak - but actually literally) no-one else she can call then an agreed alternative needs to be put in place.

So you can stop answering her calls when you are in a meeting.

So someone else can be your gatekeeper - because she seems incapable.

And YY to signs in reception re no drop-ins.
And write to all the agencies who refer people to tell them.

@Waytooearly the first thing you need to do is put up a sign, then tell her that from now on you are not accepting any drop ins,and then actively do so. As long as you give in now and then, she will take no notice and she can keep playing her role of "benefactor angel" that got them through your door against all odds.

Agree with PP. There is absolutely no point whatsoever in telling her you cannot/will not attend drop ins, and then attending drop ins. It makes you look like a martyr.

Get a sign put up that says nobody will be seen without an appointment and that should help her.

Okay, the clients will sometimes aggressively say they want be seen. And/or lie. But this is literally her job to deal with.

I think I just need to pull away from it all.

Part of the issue is that the overall manager can't seem to decide whether I'm management or not. If I come in Monday and the receptionist is still there, okay, that was their decision and they can deal with it. I'll stop answering the phone unless there's an appointment for me in the diary.

She sounds like a really shit receptionist.

You’ve had the conversation with her many times that you can’t see drop-ins. I’m sure after the first few chancers had told her they’d been advised to drop in, you corrected it and told her they’re trying it on. Yet she continues to do this.

A competent legal receptionist wouldn’t bother you in a client meeting and wouldn’t entertain stories of ‘just thought I’d drop in’. They would take a message/copy documents/make an appointment for client and so on.

If I were you I’d be happy if she didn’t come back.

She sounds crap and the clients sound like pains in the arse as well - that’s why I don’t do work for private individuals.

I suspect she’ll be back on Monday, sounds like a drama flounce. You need to say to the manager that the receptionist needs to do her job and be firmer and just tell everyone who turns up on spec you’re not available. Tough shit if they dragged their kids there on the bus.

You've never told these clients to just pop in but somehow they're getting that idea - who is giving it to them, if not you?

Clearly some posters have NEVER been working with members of the public, have they!

Coming in to say exactly this! We even have people coming in to A&E saying they were told if they popped up they could have an MRI/get their knee replacement done/get a detailed medical report for their insurance company done for free. All complete lies, all sent off with a (polite) flea in their ear. Your receptionist needs to toughen up.

You've never told these clients to just pop in but somehow they're getting that idea

It’s happened in every firm I have ever worked for.

‘I was told to drop in’ then usually develops into...
‘Brought the kids on the bus’
‘Only day off’
‘Just passing’
‘Must have got the date wrong but can’t come back another day’
‘It’s urgent’
‘I’ll just go up, she’ll know what it’s about’
‘Only here one day a month’
And so on.

Ideally she won't be back.

I'm really bemused by the number of replies saying in essence, "Well someone must have told them that they could pop in, who would ever just show up without an appointment and expect to be seen? Who would ever be so presumptuous in this world that we live in?" lol

I don’t think she sounds like she needs sacking, she sounds like she needs training and managing properly.

OP your tactic of not answering the phone sounds reasonable on the surface except that it also sounds like that might leave the receptionist vulnerable. I think you need to talk to your manager and get things sorted out properly if you can. Signs, consistency, communication with referring agencies so they don’t give incorrect information and training for the receptionist on how to say “no”.

People will lie their bums off if it means they get seen when they want.

I'm a receptionist and there are people who think the professional they want to see, is barely for them only. I've been asked to ask them, even when they are in the middle of an appointment. I wont interrupt and I dont care how much they complain and lie. My bosses are busy and I'm not going interrupt unless I have to.

Yes, this is it 100%.

There are many people out there who will use emotional blackmail and lies to get what they want. Because they've made the 'effort' as they probably see it to come over on the bus and bring the kids with them, they think that makes you duty-bound to 'match' their effort.

It doesn't work like that, though - especially as it's they who want to see you. Besides, you are already making an effort - with your current client who specifically made an appointment to see you now.

It's like the people you hear of who 'claim' something that's for sale on a FB selling page (or buy a 'collection only' item on eBay) that's 60 miles from where they live; and then they expect to be able to dictate exactly when they WILL come for it (your own schedule doesn't matter) and tell you (once they're already there) that you need to give them a discount because they had to spend a lot of money on petrol to get there and back and have only just realised that they will need to factor in the time and cost of travelling 120 miles to buy something located 60 miles away.

I'm guessing that these people wouldn't just turn up at the GP surgery without an appointment and insist to see the GP of their choice right now. Plus, if they were the patient being seen for their own appointment, they would be disgusted if the GP broke off to see somebody else who'd just turned up, even if they had unicycled there from Amsterdam whilst playing the banjo all the way.

Yes to the massive sign and stating it on all communications and business cards. You don't have to say 'no pop-ins' or the like - just 'strictly by appointment only'. The kind of people who think that rules don't apply to them will ignore it anyway, but at least it gives you cast-iron grounds to assert your authority.

The secretary (if she unflounces) needs to know the rules and back you up too. Make it clear that you will NOT be in a position to take any calls when you're with a client, but that people are free to leave a message for you and make an appointment to follow it up at a later date. Also agree a few stock polite-but-firm responses:

"Can I see Waytooearly, please?"
"Oh, do you have an appointment? She's actually with another client right now."
"No, but she said I could just drop by at any time."
"Ah, I think there may have been a misunderstanding there, as it's strictly by appointment only. We do that so that clients can be guaranteed the full and uninterrupted attention of our consultants at a time that the consultants have specifically made available in their busy schedules."
"But where does it say that?"
"On this huge sign here, on every email we send, on our business cards. It's actually standard practice in this industry anyway."
"But I've had to get a bus and bring the kids with me."
"Ah, I'm sorry you've had a wasted trip, but that's exactly why it's important to make an appointment in advance, especially if you have quite a journey to get here and only have limited time available yourself too."
"But can't she just see me this time, now I'm here?"
"I'm afraid not, it wouldn't be fair on her scheduled client whom she's with now."

We don't live in 1900 any more, there are loads of ways to contact people to arrange meetings without just turning up on spec. Surely everybody knows that 'appointment = (should be) guaranteed to be seen' whereas 'just turning up = expect to be unsuccessful, but you can always try your luck if you're already passing by' ?

Drabarni
OP, you haven't a leg to stand on, I'd be looking for another job. You don't like the working environment there anyway, as you seem to struggle to fit in.

you seem confused, the OP is NOT the receptionist.

Otherwise I agree with you, the receptionist is clearly incompetent and unprofessional and need to go. It's bad enough to be useless at your own job, but when it impacts heavily on other employees, it's time to get rid of.

YANBU. I would speak to your manager on Monday morning and get the manager to speak with the receptionist and clearly lay out her role expectations, ie: when you are in a meeting you are not to be disturbed, when working to a deadline you are not to be disturbed. Get the receptionist to repeat her understanding of her expectations and ensure she understands. She doesn’t sound like she is doing a good job.

Am also a bit perplexed at some responses here trying to put the blame on you.

You need a sign up saying "appointments only"

To stop bailing out the receptionist who's possibly telling them you will see them so s/he doesny have to deal with saying no.

A new receptionist. One who follows the company rules

A panic button in case of problems.

And an answer phone message you can switch over to when you are too.busy to deap.with the crap .

And yes the public will tell you anything and everything to try and get their way.

Whether you continue with this one, or get a new receptionist, this is what I would do:

Think round your policy of not seeing people without appointments. This sounds fine, but is it typical for your role?

If so: Definitely put up the sign. Continue stating it clearly in your literature and on your website. Reiterate it to clients at the end of every appointment.

Make sure your training is crystal clear. You are not to be disturbed for walk ins. Give your receptionist the script as stated by a pp. Make sure they have the tools to book people in.

Never make an exception. It will confuse your staff and clients.

Switch your phone to voicemail and make sure there is another option for a genuine emergency. We use an under desk alarm button which doesn't sound in reception.

If your clients are then rude to your staff, have a word.

Ask interviewees how they would manage these tricky situations.

As long as expectations are clear, you can then performance manage if needed.