Is Your Receptionist a Gatekeeper or a Brand Ambassador?

Reading time:

Do you describe your receptionist as a “gatekeeper”? It’s a common term in receptionist job descriptions these days. Highly-trained receptionists can limit interruptions by carefully screening calls and deciding which lucky few are transferred through. The intention is noble: To increase office productivity. However, by positioning clients, potential clients, and other callers as the “enemy,” your company image may ultimately suffer.

Not all calls need to be handled right away, but every call is an opportunity to create a lasting impression. Add these three maneuvers to your receptionist training to turn a “gatekeeper” into a brand ambassador:

  • Treat each caller like an influencer. Every caller’s experience has the potential to go viral. Whenever possible, keep screening questions simple, and use a familiar style and friendly tone to put callers at ease and show them you care about their call.
  • Smile. Callers can hear a smile in your voice — even through thousands of miles of telephone wire. Whether their call is connected or not, folks will appreciate being able to relay their message to a cheerful person.
  • Err on the side of caution. Did your caller mispronounce the CEO’s name? It could be a solicitation call, or it could be a potential new client who had been browsing your company website and is ready to sign up. It may take a few extra seconds to correctly identify an unwanted call, but the time will be well worth it if your professionalism secures a big new account!

Photo by Flickr user A National Acrobat

Additional reads you may find interesting...

View All
Professional sitting at desk on computer, working on a law firm's website
Legal Practice Tips

What Google’s Core Web Vitals mean for your law firm’s website

A group of Ruby customers stand together, smiling and talking

Does your business need an answering service?

Screenshot of a YouTube channel's live videos

How to use YouTube Live to engage your clients & audience

Smiling woman standing in a bicycle workshop with a mobile device in her hands
Small Business Tips

3 ways virtual receptionists elevate customer experience (while making your life easier)

Circular cutout of Rebecca Grimes, Ruby's Chief Revenue Officer

A conversation with Ruby’s Chief Revenue Officer, Rebecca Grimes

Woman in yellow sweater working in front of open laptop, sitting in home office interior, drinking coffee
Small Business Tips

Happy customers, efficient businesses: How to supercharge growth with virtual receptionists 

Help wanted sign hung in reflective window
Small Business Tips

Using online presence platforms for recruitment

A man in silhouette looks out over a foggy mountain range
Small Business Tips

How to communicate with employees during times of tension

Close-up: professional with blonde pompadour has a conversation over the phone in a co-working space with red walls
Receptionist Tips

How to keep a conversation going

Title card: Leveraging Customer Service as a Value Proposition, with Melinda Emerson, Kate Winkler, and Sharie Hendricks
Small Business Tips

Customer service tips and more from Ruby + SmallBizLady

A white-bearded man looks beyond the frame with a happily surprised expression on his face
Small Business Tips

This is what wow-worthy customer service looks like.

A woman in yellow overalls sits on a hardwood floor among houseplants with a closed laptop, her hands behind her head
Small Business Tips

Achieve remote work bliss with Ruby.

Title card with Sam's headshot: Ruby customer feature series, Sam Hainey, Hilltop Law Firm
Customer Feature

Ruby customer feature: Sam Hainey, Hilltop Law Firm

A man in a blue and white-striped shirt looks through binoculars at the open sea
Small Business Tips

Sick of losing sales? How to find the perfect leads for your business

A business owner hangs an "open" sign

Why do people start their own businesses?

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!