My wife, during her career as a teacher, used to comment to me about the importance of a good school secretary in maintaining a smooth running school. She had experienced several, in her particular case, all female. A good one could be the benevolent caring motherly type one moment, and Margaret Thatcher the next. Staying on her good side was well advised whether you were a teacher or principal0. Circumvention was a strictly ‘at your own risk’ proposition. Businesses I would argue, have much in common with the school environment. The initial contact of any organization must be capable of dealing with all variety of individuals seamlessly and efficiently without getting flustered, agitated or distracted. Most often, they are the filter through which outside calls reach the employer. If then, (for no other reason than self interest), dealing with them with courtesy and professionalism would be well advised.
I have always had a strong aversion to canned sales speeches, and rehearsed replies to objections, so in truth, Mr. Cheeseman had his work cut out for him even if he had treated our staff with respect. But he did not, so he made my inevitable rejection of his services much easier. Respect of your clients is, in my opinion, the hallmark of good business. If you do not start with respect, you can not end with good business. And while it might not necessarily be a guarantee of a successful business, it is a guarantee of a clear conscience. It’s also a more efficient way of getting through to the principal.
Thanks for reading,