Two receptionists versus a computer



Three years ago we decided we needed two receptionists to manage call and other traffic through our Head Office. The alternative was a computerised phone system and that was never going to happen because I would not place such a barrier between Tower and its customers.

After some missteps, we have a good team, focused on excellent customer service.

Phoebe, on the left, and Amy, on the right, are champions when it comes to making sure customer calls for assistance get through to the right people quickly.

Too often software companies work against customers through barriers at reception and elsewhere. We see our receptionists as champions for our customers – driving the rest of the business to help their friends, the people on the phone.

About the author


I own a software company and a newsagency in Victoria, Australia. You can reach me on +61 418 321 338 or mark[at]

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By Mark