1.  If you receive a letter from someone which says “I am handling your file and can be reached at 555-1234, extension 123” that is who you need to call.  If you get the voice mail system – LEAVE A VOICE MAIL.  Do not hit 0 for operator and expect that person to know what is going on with your file.  The person at extension 123 knows about your file.  And if it is a law firm you are calling – bad news.  The receptionist/operator is NOT, I repeat NOT an attorney!  He or she cannot give you legal advice. (this would also go for doctor’s offices, dentist’s offices – the receptionist/operator probably is NOT a licensed doctor)

2.  If you get a voice mail several times in one day, that person is probably out of the office.  Or seeing clients.  Or in Court.  Or seeing patients.  If you’ve left ONE voice mail it will suffice.  Hitting zero for the operator isn’t going to improve your chances of talking to that person.   A little secret:  the receptionist/operator can NOT make the person you want to talk to magically appear on the phone!  No kidding, I am serious as a heart attack…click below to finish readingfurthermore, the receptionist/operator does not just answer the phone.  I’m sure he/she is responsible for greeting people who come in.  For various copying and filing jobs.  Chances are, he/she has a completely unrelated task/job that still needs to get done.   This person should NOT be expected to get up and roam the office to look for the person you want to talk to because you are too impatient to wait for a return call!

3.  See number 2 – this relates to co-workers who work in offices in other cities.  Don’t call the receptionist when you especially know what all he/she has to do and expect them to hunt down a co-worker because you need to know how many TPS reports to fax over.  If a client can leave a voice mail and be told to wait for a return call – SO CAN A CO-WORKER.

4.  The receptionist is not the office manager/director/boss.  They do not know why you can’t be seen, or why your file was declined, etc.  So coming in and being demanding of that person is not going to get you anywhere because they played no part in the decision.

Questions?  I thought not.