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Reflect a Front Office That Is Cheerful

Most organizations have a front office or its equivalent. Typically it is occupied by some of the most important people in the organization: everyone from a receptionist, a secretary, or a personal assistant to a special assistant, a chief of staff, a speechwriter, or anyone the boss wants close by.

These people may have separate offices or cubicles or their own work spaces in one form or another, but collectively they are the face of the organization. From welcoming outsiders as they enter the office to being the phone voice who greets people long distance, they are the beginning of a critical moment in time. Whether it’s the one who greets you with a handshake or the one who greets you with a chat, they represent the start of a conversation or even a relationship.

No matter the title or the position, no matter the place or the space, these are undeniable, indelible first impressions. As the expression goes, you never get a second chance to make a first impression.

It’s not their charm that matters most; it’s their attitude. That could be something as simple as the tone of their voice, the first words they express, a sincere smile, or a firm handshake.

An important part of what you project in person is the way you are dressed. Dressing for success isn’t just for interviews or sales meetings. It is an everyday standard that should be set high.

My personal goal was to always have a well-designed, well-fitting suit, a freshly starched shirt, a stylish tie, and shoes that were shined and the right color to match the suit. As I sat down for each and every meeting, my goal was simple—to be the best dressed I could be. Take pride when someone comments favorably on your clothing. When it comes to attire, it’s okay to find ways to express yourself so that it reflects well on the office and the boss.

That positive reflection is just as important for the other employees who are bringing something to the front office that was requested or coming forward for a meeting. They may be dropping by because they have something to offer in the way of input or just to say hello.

For internal and external publics alike, the front office is a reflection of the boss. It is actually an indicator of what lies beyond this important nerve center: what goes on inside the C-suite.

It is fairly easy to reflect a good mood or a sense of goodwill when all is going well. It’s not nearly as easy when something wrong has happened or a crisis has occurred. It’s during times like those that an upbeat, positive attitude should and must be projected. If it is not, the foul mood of the moment spreads far and wide to others.

Having inherited people who were more negative about life than was helpful, I’ve had to correct “woe is me!” attitudes. I have tried everything from encouragement to counseling in hopes of changing negatives to positives.

I’ve had to ask a “frontline face” to treat everyone the same—positively. If you can’t represent the boss properly and positively, I’ll trade you for another. I don’t need you. You’re no help to me. In fact, you are a liability.

When a dear friend of mine was experiencing personal turmoil, I called to express my concern and offer my support. I was confronted with his personal assistant, who projected a tone of voice that was sad. She knew about the difficulties, but instead of expressing fealty and full support for her boss, she did just the opposite: she sounded depressed and dispirited. If an unaware caller had heard her, he or she would have immediately sensed that something was wrong. This was not helpful to her boss.

“Be it the best of times or the worst of times,” to paraphrase Charles Dickens, it is professionalism that carries you to a better place. It’s not about faking it. It’s not about minimizing it. It’s not about ignoring it. It’s about being professional, and that means maintaining balance, being composed, and never letting on that you’re not maintaining consistency.

If someone, anyone, walks into the life of the organization, whether in person or by phone, you just might be the first person he or she sees or talks to. In keeping with the biblical recommendation to “be of good cheer,” be upbeat and sincere. The boss may never know you are reflecting those good traits, but he or she will be forever grateful.

The feedback may come to your boss in the form of a compliment about the staff or even about you personally. Your boss may benefit by establishing a new stakeholder relationship. It may even be about new business. Whatever the benefit, your boss will sense that you had a part in it.

Who knows, you might even be the unexpected beneficiary in the form of a simple compliment, high praise, or even a bonus, raise, or promotion. But don’t anticipate feedback from the boss. When you think about it, he or she should expect what you do well to be done each and every day.

In return, your boss will know when his or her frontline staff hasn’t represented him or her well. That is a moment worth avoiding.