Taking the burden off a receptionist: creative problem solving

Bhutan sent me a receptionist to give my management consulting sessions in Ktm.  They have too much money, yes but as for me it is the beauty of a consulting career in that you get to solve management problems of people from all levels, all sectors and countries. 

Her problem was that she had 4 incoming lines, 1 incoming intercome line, 34 extensions, and only one reciever.  As a result inbound calls had to wait long as she had to finish with one to pick the next, worse they had to hang up.  Internal staffs had to wait for her to be done with 4 calls to get their calls to foreign countries.  In this way she had a thankless job and every body complained to her.  She again used to burst in stress and show them her anger.  The colleagues again used to complain to the boss. 

The prompt solution to the problem is obviously as she herself said, an answering machine.  But the problem is that when she told her boss, he rejected the idea. 

The problem was how to creatively get the boss agree to get the answering machine.

The solution began first by dealing with colleagues’ complaint.  Currently she was lashing back at their insensitiveness and lack of recognition of the hard work she put adn that it was her fault but that of an outdated telephone system.

so first i told her you must communicate creativity and turn missiles of complaints in your favor to get the answering machine. 

NExt time the colleagues complaint. Be nice to them and explain to them if there was an answering machinge they would never have to complain again.  But he boss is not aggreeing. so instead of shouting at the reception she should encourage them to go to her boss and demand for an answering machine. 

Now the boss will be pressured from 34 staffs instead of just her. 

Next she needs to sell the boss on this.  So i told her not to bark back at her.  Instead be nice to him, and tell him that neither he or she wants to hear complaints.  So the way not to hear them is getting an answering machine.  By then do a research and find out which other ministries in Bhutan are using answering machines, what benefits they found and who are the suppliers for cost. 

Then again he will make objections like , “but people dont’ like talking to answering machines.” Tell him that it is not a subsitute for receptionist it is just a tool to make their wait easier.

Another objection might be that “but you will become lazy.” Challenge him by saying that if complaints some, remove the answering machine.  it is like money back guarantee scheme.

Finally i helped her draw an algorithm for the various voice recordings to put in the system to make it user friendly. 

This consulting session solved here at least concptually her big headache and will add some 30% more productivity in her wokr and 50% more happiness and will reduce complains by 80%.  Do the math!