Office Receptionist
A Gatekeeper’s Tales
Office Receptionist is one of the most important roles in a company. However, I’m not sure it’s hailed as such by the very people whom the office receptionist serves.
In the beginning of my business life, I worked as an office receptionist for several years at various companies.
Paying My Dues
After paying my dues as an employee answering to a series of bosses for almost 20 years, I joined my husband as a partner in his video production company, Crystal Pyramid Productions, where I have managed the helm of our “star ship” for the last four decades (at first part-time, and then full-time), cruising through meteor showers, wormholes and an Aurora Borealis or two. Because of my charm and fabulous voice, I have also been the one answering the phone – the “Gatekeeper.”
Through my years of running offices, many scammers and con artists have attempted to breach the walls during my watch, and I figured that I’d share some of these stories with you in the hope that perhaps you would be able to avoid any unpleasant encounters with these minions of the Dark.
The Copy Machine Scam
While working as the Office Coordinator of a union local back in the 1980’s, I used to get calls about twice or three times a month from someone identifying themself as “Your copy service company. Where you purchase your toner.” Oh really? And what is this regarding? “We’re just checking on your toner supplies. We just need to know the serial number of your copy machine.” Right. And how about my driver’s license number and social security number, too, while we’re at it?
I was starting to get so fed up with the number of calls that came in for this particular scam, I started to mess with the callers. “Can I take your name and number and have my boss call you back?” Click. Or, “Can you hold on for a moment?” Then I’d leave them on hold for half an hour. If they were still there when I picked the phone up, then I’d say, “Can I take your name and number and have my boss call you back?” Click.
Infinity Hold
Then one day I decided to pretend to go along with the scam. I gave the caller a fake serial number and our address and told them to mail me some toner for our copier, COD. When the package arrived, I telephoned the local Fraud Unit. They sent someone to pick up the package and I did not receive any more of these copy scam calls for at least a couple of years. When the calls resumed, I went back to my trick of putting the caller on infinity hold, or just immediately hanging up, depending on my mood. I never did hear back from the Fraud Unit. I’m sure they were snowed under by these scammers who seem to be operating their little scenarios under every other rock.
Advice From a Gatekeeper
It’s a fine balance to be professional when the office receptionist answers the phone. You have to be courteous yet firm. Over the last few years we have had hundreds of calls from people who want to: manage our money, lease us video equipment, purchase our old video equipment, provide janitorial services, you name it. Some of these callers have been quite clever in trying to circumvent The Gatekeeper. “Can I speak with Mr. S_____?” And whom can I say is calling, I ask. “Let him know it’s his friend, Darryl.” Of course I know all of Mark’s friends and my nose crinkles from the scent of sulfur rising through the phone lines. Darryl who? Click.
As time marches on, scams, frauds, cons and sales goons become ever more sophisticated in their methods of getting through to the person who resides at the top of the Company’s Food Chain. There are even dozens of stories on the Internet that illustrate ways of sneaking past the Gatekeeper. But if you, as the Gatekeeper, ever get caught with your drawbridge down, so speak, the repercussions can leave scars. Consequently, the next person who tries that same trick is going to get squished as soon as that drawbridge gets dropped right on their head.
Be Careful
As I mentioned, though, there’s a fine balance required in order to field the calls coming in to the office. I once had a call from a man who said he was with a nationally-known money-management firm. So I was thinking of ways I could diplomatically end the call, the sooner the better. Until he mentioned that he was checking on how much it would cost to produce a video about his services. I was happy I had not jumped to any immediate conclusions and hung up on the poor guy!
In conclusion, beware, you neophyte Gatekeepers. You do important work. The office receptionist is the one who approves of who can come in and who must stay away. You wield great power. Do it with a smile.
Patty Mooney is a VP, Video Producer, Video Editor, Sound Technician, Teleprompter Operator and Writer at San Diego Video Production Company,Crystal Pyramid Productions.
