The discussion was around what he might have said if I hadn't been there and he suggested "I'll get her to phone you when she's back", which is something many receptionists, secretaries and well-meaning colleagues say. Except that he
- wouldn't necessarily know when I would be back
- what I would be doing on my return which would take priority
- what other reasons I may have for not calling straight back
On an obvious level, are your staff and colleagues skilled at taking messages? On a less obvious level, do they work as a team to support and help each other in such a way that this is just not an issue? Or does poor message-taking hide something else? Call Sue if you'd like to discuss ways of finding out what is really going on and what you can do to encourage the behaviours you want.
Find Sue on LinkedIn and at http://www.suecohen.co.uk/
Contact sue@suecohen.co.uk or on 07971 400653
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