We call thousands of senior communities & centers in the course of our sales & updating processes. We shake our heads when what we hope is a resident or client (untrained senior) answers the phone. It becomes a task to get to the person you are calling, especially if someone has changed positions and you need the new person! We usually get a story that they are just a volunteer or helping out, then like in one of my calls yesterday, they clutch the phone to some body part & either walk (you can hear the rhythmic swishing) to an office to ask who should get the call, holler for help (get ready to yank the phone away from your ear), or hang up on you while they place you on hold or try to transfer you. And that’s if you don’t get the easily frustrated person who gets grumpy that you don’t have the correct name & refuses to help you without a large dose of attitude, if at all! Or even better, the hard of hearing person in loud surroundings, so you have to repeatedly holler your request or question.
Do your business a favor & pay a trained receptionist. If you must use volunteers, train them & all back-ups on the importance of answering the phone. They are the first impression of your business. They need to know what they are doing, have the information they need, and know how to professionally handle all situations. A bad receptionist can cost you business & clients. Don’t let an un-trained person answer your phones & lose a tour for you, because they can’t answer questions pleasantly! Be picky about who answers your phones. It can effect your bottom line!