The personality of your receptionist is critical. In a small law office, the receptionist should be warm without being effusive, interested without being intrusive, discrete without being offensive, efficient without being officious, and personable without being a personality. Your receptionist's voice and manner should convey confidence, interest and warmth. A good receptionist knows how to smile over the phone and how to make calling your office a positive experience. 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.