It may sound old-fashioned in the 1990's, but good grammar and good grooming are still important. Good receptionists know how to make people feel welcome and comfortable while they wait. They also take responsibility for ensuring that inappropriate conversations between staff do not occur in the waiting area. Good receptionists never show inappropriate knowledge of a client's affairs. If a client brings children into the office, the receptionist may ask about the kids the next time the client comes in, but not if the only way the receptionist could know about the children is by being privy to information given only to the lawyer.
Good receptionists get to know the voices and names of clients who call frequently.
It flatters clients to be recognized, and sends the message that they matter to the firm. Good receptionists project integrity. The clients know that if the receptionist says the lawyer is not there, the lawyer is not there. Good receptionists maintain a degree of formality with clients that is consistent with the firm's culture and the clients' comfort levels. Receptionists and Stress A receptionist needs to be able to remain calm when several phone lines are ringing, several calls are on hold, half the lawyers are holding calls, the rest are in meetings, the clients are getting restless in the waiting area and couriers are coming and going in unpredictable waves.