Sponsors

News & features

Updated: July 2008

Scottish receptionist’s day

Do you have a professional persona? You should have, according Mark Moran, speaker at the Client Care Training course at the annual BSAVA Scottish Scientific Weekend in St Andrews.

Alongside the nursing and vet lectures, the BSAVA, supported by Intervet and Schering Plough, hosted two days of lectures specifically for receptionists and client-facing staff, at the prestigious venue of the Fairmont St Andrews in Fife.

Covering a multitude of care topics, Mark Moran investigated the source of best and worse clients, and how your worst clients can become your best clients with the help of a personal persona – he calls his "Wendy"!

A personal persona is a friendly helpful, patient, unflappable persona you put on for those clients that try your patience, are aggressive, or difficult – it is also useful when you are just not feeling as helpful as usual, because you are busy or having one of those days!

Having a persona can help you distance yourself from the client, whilst maintaining a professional and helpful service, which makes the client feel special. Mark explained, "Because me being me isn’t always the right answer, especially if I’m having a bad day, or the client is being difficult!" A change in attitude towards these clients may also change their attitude towards you.

The weekend was not all about learning though, with the Grease-themed fancy dress night on the Friday and a ceilidh on Saturday. Family-friendly activities, such as a falconry display, golf and tennis also entertained those not in lectures!

Back to Index