As I age, one of the recent changes that I have had to endure is a degenerative case of carpal tunnel syndrome in my right hand. This condition was exacerbated after handwriting the same sentence on numerous postcards for marketing purposes.

I spoke with my general practitioner regarding available options in an attempt to circumvent surgery. He first suggested that I undergo an electromyography (EMG) to determine the severity of any muscle and nerve deterioration. This seemed to me like good advice and I agreed to the EMG procedure. Accordingly, I made an appointment for an EMG with a local Hand Clinic.

I arrived a few minutes early for the appointment, which is my habit, and soon experienced the worst office reception I have ever endured.

I noticed at once upon entering the reception area of the Hand Clinic that the receptionist was busy with another patient. I introduced myself to the receptionist once my turn finally came. She immediately overwhelmed me with a barrage of questions without so much as a smile, a greeting, or a welcome. Her questions were, “Are you here for physical therapy?” Followed without delay by, “Do you need X-rays?”

My response to this onslaught was jaw- dropping disbelief. Perhaps my stunned facial expression motivated her to ask a more pertinent question, namely, “Are you a new patient?” My affirmative response to that question along with my confirmation of an appointment provoked her into recovery mode.

It is my belief that the best question to ask upon an initial encounter is, “How may I help you?” But this tactic was absent from her repertoire. All organizations would do well to make it standard operating procedure for their receptionists to meet clients with a smile, a polite greeting, and an invitation to help. The verbal and non-verbal behavior of a receptionist speaks loudly about an organization.