Seth Godin’s blog post on Receptionists is 100% correct. When I was a managing partner, my firm required a receptionist for our largest office. I personally reviewed 215 applications myself and created my "A list", about 42 applicants, whom I invited for interviews late one afternoon. I asked 6 of my partners to help me and we interviewed 6 applicants each. Any WOW applicant was interviewed separately by at least two partners. Were we insane to take so much partner time on this? You decide.
PUNCHLINE: For many years thereafter, we had a legendary receptionist whom clients loved on the phone and in person. I personally received an average of two positive remarks about her every week. Many of my partners and associates reported similar experiences. She created the "positive experiences" that Seth blogged about.
I remember a call from New York one day and the lawyer started by saying: "before we get to the business at hand, I just have to tell you…". I did not have heart to tell him "yeah, I know, you are the 100th person this year to tell me".
By the way, I told that receptionist about every single positive comment I heard, personally or second hand (and no, that did not lead to extortion – she appreciated the recognition and the credible praise).