Thoughts + Articles

Angel or Dragon?

Who guards your office door? Is your employee an angel or a dragon? Will this person bring you more business or help you lose the business you have?

Near my home is a small department store that I enjoy shopping and purchasing from. Why do I like going in to this store? Because the sales clerks always greet me with a smile looking happy to see me, are dressed neatly and cleanly, making a nice appearance, and ask how I am. When I cannot find what I’m looking for, they are happy to show me where the product is located.

When I’m checking out a sales clerk will smile and ask, “Did you find everything you were looking for?” They always pack the items carefully in the bags as if they were their own. If I purchase a lot of heavy items and have several bags, one of the clerks will come over and hold the door for me to leave safely. These sales clerks care about their customers and have been well trained by the manager of the store.

I called a doctor’s office for an appointment and the receptionist answered the phone saying the doctor is all booked up. This doctor later told a friend of mine, “He did not have enough patients to cover his office expenses.” His receptionist was sending patients away! Do you know if your gate keeper is sending your customers away?

This gatekeeper was ruining this doctor’s business. When I couldn’t get an appointment with this doctor I called another doctor’s office and the receptionist who made appointments answered the phone with a smile in her voice and said, “How about next Thursday at 10:30am?” We booked the appointment.

So do you have a dragon guarding the door of your office or an angel?

What are the three things you should train your angels, your employees, to do at your business?

1)   Your employees should always wear a smile, dress neatly and cleanly with their hair combed, be polite and be helpful to their customers. My grandmother, Belle Shapiro Frank, a buyer for a women’s clothing store said it best, “Before you go out the door to work, look in your mirror. What do you see?”

2)   Your customer should feel like an honored guest in your business and your employees should speak to customers and their family members in a reliable and timely manner.

3)   If a customer calls your business to ask about a product or make an appointment your employee should smile into the phone, answer the question, or make the appointment and write it on your schedule.

To make sure you have your angel in place at the gate of your business have a friend call on the phone and visit in person to see if you have trained your employees, your angels, well!

If your friend calls your office during business hours and the answering machine is turned on saying, “ If this is an emergency call 911 otherwise your call will be returned in 24 to 48 hours”, make a note and tell your friend, the business owner, about the “dragon” at their door! It’s time for a change.

Remember it’s all about first impressions, connecting with your customers, and having them come back to your business and bring their friends.


Madeline Frank, Ph.D., DTM, John Maxwell Team Member, and Certified World Class Speaking Coach is an Best Selling Author, sought after speaker, business owner, teacher, researcher, and concert artist. She helps businesses and organizations “Tune Up their Businesses”. Her innovative observations show you the blue prints necessary to improve and keep your businesses successful. She writes a monthly newsletter “Madeline’s Monthly Article & Musical Tips Blog” and a monthly radio show “Madeline’s One Minute Musical Radio Show”. She has just published her new book “Leadership On A Shoestring Budget” available in print or as an e-book.

Contact Madeline Frank for your speaking engagement at



This entry was posted on Sunday, December 14th, 2014 at 12:21 pm and is filed under Articles. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

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