Office Etiquette
When someone enters the office;
- Respond with “Hello”
- Introduce company and yourself
- Ask how you would be able to help them.
“Good morning/afternoon, my name is (your name). How may I help you today?”
When they have an appointment or need the assistance of a specific team member;
- Use “My pleasure”
- Ask the person if they would have a seat
- Verify if the appropriate department is available
- Update the person as to the status of that team member and move them to a conference room, if appropriate, or have them wait to be seen. Let them know the approximate wait time.
- If they are unable to wait, then get their name, number & email and inform them they should receive a call back within (give them an estimated time; for example “15-20 minutes” if the person, they need to speak with, is currently unavailable, or an alternative time, if you know that department will be back around a certain time such as “after 3pm”)
“I need to speak with the property inspector!”
“My pleasure, may I ask what this is in regards to?”
“I need to speak to him regarding the rehab for my property”
“Which property was that in regards to?”
“ 123 Happy time Place, MV”
“Do you have an appointment?”
“No”
“Let me check to see if he is available to meet with you. Are you able to wait?”
“Yes, I can wait, thank you”
“My pleasure”
- Waiting…
“It appears that the property inspector is on the phone with another client at this time and he has another call waiting…Would you like to continue waiting or would you prefer to schedule an appointment when he is available?”
“I would appreciate a call back when he is available”
“May I get a phone number where you can be reached today?” (this might not be the same as the number we have on file for them, so it is important to ask for this and also verify the contact information, we do have in the system, is current.)
“Thank you, I will forward this information to him. You should receive a call back at least before the end of today.” (If it is after 4pm and you know the individual will not be able to call back today, then politely inform them they will receive a call the next day.)
Thank you”
“My pleasure”
If the person is a resident and they are late in rent;
- Collect the rent and if the resident does not have the late fees, ask if they would have a seat
- Verify that the accounting department is available
- Update the person as to the status of that team member and move them to a conference room, have them wait to be seen to make arrangements for the late fees. Let them know the approximate wait time.