A chilly reception?

On my programmes, or when I speak at conferences, I often say the receptionist is probably the most important person in your practice. They can often decide whether clients come into the practice or not depending on how they deal with new enquiries. They play a large part on whether your practice is successful or not. Here is a true story to back this up, and, although it is related to a hotel, there is plenty to learn from the experience.

My parents, who now live near Blackpool, were having a party on a Sunday afternoon a couple of weeks ago. My brother suggested that it would be a good idea if the two families stayed in a hotel the night before and had a family get together. I said I would contact the hotel that we have both stayed at on several occasions. Here is how the conversation went, more or less word for word.