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?

OP you sound like a nightmare boss tbh. I feel sorry for your poor receptionist

OP - your receptionist sounds like a nightmare tbh. I feel sorry for you, especially given that she is mates with your manager

*who relayed that she felt I'd snapped at her because I believe she's a lowly receptionist.i

Well you do. That much is very clear.

We talked about some support and scripts for her, skill-building etc.

And what about the adjustments you’re going to make? Your professionalism, your mixed messages etc? Did you talk about that too?

A sort of, "Sorry for snapping and making you feel disrespected?" gesture?

An apology is definitely owed. Didn’t your manager advise this? I’m getting a great picture of why your place is full of snapping stropping, unprofessional people.

I don't know if the people turning this on the OP lack reading comprehension, just want to be contrary or are massively projecting.

I don't know if the people turning this on the OP lack reading comprehension, just want to be contrary or are massively projecting

None of those. I've suggested that the OP addresses the reasons why the problem is happening, rather than attacking the person who is failing to adequately firefight a problem situation. That isn't 'turning it on the OP,' it's simply having a different POV.

The OP has been dismissive of her clients and critical of the receptionist. There is an issue to be addressed before the receptionist gets involved. There's no way I would expect a receptionist to deal with this kind of situation, all day every day.

Blaming her is failing completely to address the problem itself. Referral agency communication, fee earner/management client care, caseloads, etc. All of these are relevant factors, but it's apparently a darn sight easier to blame the receptionist who is under a lot of pressure in this situation.

There's a difference between firefighting and just making the choice to say, "Right, this person doesn't have an appointment and Way has confirmed that. But you know what? I'll just keep ringing her".

But yes, offering skill-building and other tools to the receptionist is obviously "blaming" her.

Yes, @IWorkAtTheCheescakeFactory, obviously there's an enormous "mixed message" in "I only see people by appointment". And yes clearly an unprofessional workplace what with the skill-building and resolutions.

OP, what about the other suggestions that I - and other posters - have made?

You're still completely focused on the receptionist and her perceived shortcomings. You need to address why you have unhappy and demanding clients coming in all day, every day, being 'obnoxious and aggressive.'

It is not usual, even in the kind of firm that tackles the work described upthread. It sounds chaotic and dysfunctional, frankly.

I think I'm struggling with your reluctance to address anything other the receptionist.

I'm trying to run a department with very little admin support

Probably another factor and not the receptionist's fault either!

obviously there's an enormous "mixed message" in "I only see people by appointment".

You left out the rest “I only see people by appointment, but will come down and see them if you ring me twice”

And yes clearly an unprofessional workplace what with the skill-building and resolutions.

Your dialogue with the receptionist is unprofessional, as is taking calls whilst in a meeting with a client.

But you know all this.

Who ever said there were clients coming in all day, every day And the OP said ages ago she ‘should never have said "aggressive",’.

Because people are chancers.

I don't know what kind of fields you work in when clients are told, "Please don't drop in because you won't get seen" and everyone just respects that.

We have an excellent reputation and are building up to meet demand.

It's not an unmanageable amount of people and no one is threatening anyone. Just people are hoping they'll jump the queue and beat the system. They see an opening with an unskilled receptionist to pull heartstrings and to be honest the receptionist was I think enjoying the role of "I'll help you get through to Way, wink."

Yes I picked up a call when I was with a client out of pure shock. And I came down after being rung twice because the receptionist was putting on a show for the client of : "Look how hard I'm trying to get Way for you". I was hustled into it, and yes, any receptionist should get told off for that.

I appreciate it's different at the cheesecake factory.

All I’m seeing is excuses why you’re not to blame for your own actions. It’s someone else fault you answered your phone and someone else’s fault that you went to see a client. Instead of just reiterating the policy. How can’t you expect the receptionist to stick to it when you don’t?

I give up. You carry on blaming the receptionist OP. It sounds like an unhealthy workplace ethic to me, but there you go. I'm out.

I can't believe you've have to defend yourself on this thread so much. Of course people will just show up and expect to be seen, and come up with sob stories and "it will just take a second" phrases.
I'm a jeweller and have 2 days a week which are appointment only for custom design work and teaching workshops. It's very clear on the door and website and everything. They don't get in without an appointment for design work or a place on the class. People still ring the bell demanding they get "just a second" but I cannot teach a class and supervise the showroom & put through transactions. Buying jewellery usually isn't time sensitive and I still get this hassle. I imagine OP works with people who have much higher need of her services... They will pop in and expect to be seen "just for a sec".

It's a skills issue. I work in reception and I've also worked in call centres where customers would tell you on recorded calls utter lies. They don't call the job being a Deceptionist for nothing.

It sounds like they can hear her when she's talking to you. First thing, fix that. Move any seating area far enough away so that she can talk on the phone quietly without being overheard - then she can lie and say you are off site for a meeting, or that you aren't picking up your extension. If they can hear her talk to you upstairs then they will want to talk to you so they are making her call you back to speak to you "for just a second" because the are a client standing a foot away from her so she CANT tell them to fuck off nicely.

If they want to wait, then they can feel free to wait for as long as they like. Or alternatively they can make an appointment. Let her offer a coffee or water but it's not her issue if they want to wait for hours.

She needs to automatically be able to say "I'll check and see if X is available" when someone is dropping off a bundle and wants a word. And you need to be crystal clear of your do not disturb times so that she can lie for you right from the start rather than them hearing her speak to you in the building but you not meeting them 'for a minute'

If she can't lie, she's in the wrong job!

Actually, before I hide this thread...I'm just posting this quote from Criminal Defense Attorney Sarah Swain (better known in the US), whose work ethics frequently align with my own.

It underpins my attitude to any client - even the ones who don't act the way we think they should. Client care should set the bar higher - not be a race to the bottom.

"My firm belief is that a lawyer belongs to the people. We are here to work for the client. They are our boss, not the other way around. Too many attorneys forget this important fact. A client deserves our full attention and commitment. I treat my clients the way I would want to be treated; with respect and by someone who gives straightforward, honest answers."

And now I'm really hiding the thread

Wow I heard the national anthem playing in the background as I read.

I don't usually take troll bait but that is the most motherfucking obnoxious thing I think I've ever read.

Client care means doing an excellent job on every case, meeting deadlines, and getting best possible results for all your clients (not just the pests

It doesn't mean popping downstairs because Joe has dropped in because Sally said you'd see him and he has a question about his cousin's case.

I do know lawyers who fuck around like that all day because its more enjoyable and sociable. Ad their files are a mess, they emarass themselves at court and fail their actual clients. Carry on if that's your scene.

I can totally understand OP. I worked in a similar set up for many years and people turning up and trying to talk their way into a meeting or lie that they had an appointment was a frequent occurrence.

Thankfully I had 2 admins, they job shared so one there at any time, who never let anyone in without an appointment. You had a better chance of dropping in on the Queen.

That allowed me to get my job done and give clients the excellent service they deserved.

People can be demanding, I absolutely know that, but it's actually not normal to have a steady stream of 'aggressive' and 'obnoxious' (both your words) clients - or 'randoms' - coming into the office every day demanding to see someone.

Never worked in a school, have you?! At one school, the headteacher installed an electronic door to protect staff from one parent who regularly came screaming through the gates! She’d get as far as Reception then be unable to get any further. Currently, there’s a banned parent, who was also banned at the child’s primary school.

Recently, one parent came in demanding that her child be put back in a set from which he’d been demoted-no appointment. Another came storming up because her child had been given a detention for a very run of the mill thing which is explained on the website as detention worthy. Our receptionist is fabulous and as the front woman for us, she does an amazing job of filtering.

NeckPainChairSearch do you think Sarah Swain sees random walk-ins without appointments? My assumption would be not, and it’s ridiculous to say OP is being unprofessional because she doesn’t either.

OP the problem is you did go down and see someone who popped in after she phoned you a second time. This suggests to her that it was fine for you to go down and see them so she was probably wondering why she had to put up with the hassle from you when you then demonstrated that you were available to see the person.

@SnuggyBuggy

But she wasn't actually available and the receptionist knew she wasn't. But the OP knew there was a client down there seeing a terrible representation of the company. One person saying he could see her, her saying he couldn't and he's watching it go back and forth, seeing the staff arguing with each other with the system they have in place not being followed. It looks unprofessional and scattered. It doesn't look like a streamlined operation. The OP had to go down to put an end to her client watching this shambolic back and forth arguing.

It needs to be consistent. The receptionist needs to do her job and stick to the company line of "no access without an appointment. I can take your documents and pass them on and I will schedule your appointment time". If the receptionist simply refuses to do that, or always thinks "just one more are exemption wont hurt" then it means clients are seeing a very disorganised front of house and workers like OP can't actually do what they need too because she won't stop calling. She won't listen to people at OP's level and the manager isn't doing anything.

OP went down to reception to try and salvage the "professional" look of the company.

Part of a receptionists job is to have your back. If the system is no drop ins then she should not be calling you to see them. End of.

However clear boundaries are also needed from you - eg telling her that you are in meetings and cant take calls between certain times, not popping down to see someone because she is having a strop.