One of the first items in my inbox this morning was an article from Knowledge@Wharton entitled "Talking with the Receptionist". Who can resist a title like that?
The article begins with the story of Stephen Harrison, (at the time he was CEO of Lee Hecht Harrison, a global career management services company) being reprimanded by his COO for not greeting the receptionist when visiting one of their regional offices.
The COO explains that a receptionist is "a corporate concierge. They will talk to more important people in a day - suppliers, customers, even CEOs - than you will talk to all year."
It's well known that many organizational types think more about the people above them in the hierarchy, than those below them. Yet, it is frequently those at the lower rungs who have daily contact with the client, and make and deliver the goods and services for those same clients.
Leaders who understand this and pay attention to everyone within the organization, no matter their level, will be repaid a million times as their employees apply the same care and attention to customers.
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