It always pays to observe the way in which a company's receptionist meets and greets visitors and also the way they asnswer the telephone. I was recently asked to deliver a Management Skills course for a company based in the City of London. On my arrival I was kept waiting by the receptionist as she was on a personal telephone call. After what seemed like an age but in reality was only a few minutes she completed her call looked up at me and grunted 'yes, can I help you?'

I explained who I was and why I was there, asking for the training manager by name. She gave me puzzeled look and told me that there was nobody there by that name. I explained that she must be mistaken as I had only spoken to him the day before. She again told me that she had not heard of him. I was just about to tell her to look at her staff list when my contact arrived. I turned back to the receptionist and told her that this was the person that according to her did not work there.

On the way to his office the manager asked me what I meant by my comment. I explained what had happened just prior to his arrival. He told me that this was not the first complaint and asked what I thought the soloution was. I told him that apart from giving her the sack the only option would be to put her on a training course in order for her to learn Telephone Technique and Reception Duties. Once she had completed these perhaps a course in Customer Care would not go amiss.

My observations proved very worthwhile, as I was asked about a month later to return to the company in question on a consultancy basis. My brief was to spend two days there going from department to department just observing and making notes. I reported back to the Managing Director my findings a week later.

Since then Keystar has delivered 3 courses on Telephone Technique, 3 courses in Customer Care, 2 further courses on Management Skills and 3 courses on Minute Taking.

This seems a very good way of aquiring new business.