On NBC's sitcom, The Office, boss Michael Scott is a clueless buffoon while Dunder-Mifflin's receptionist — Pam Beasly — is sharp and perceptive. In real life, the actress portraying Beasly — Jenna Fischer — can apparently type 85 words per minute. Many claim offices might hang on to such a receptionist. Alas, this is TV land, which abounds in fiction.

Truth is, many claim offices have trouble keeping receptionists. Too often, the front desk role unfortunately becomes a revolving door. In fact, the receptionist's tenure is frequently so brief that it seems hardly worth the trouble to order a name plate for the desk or workstation. Gee, what could be so hard? It's just answering the phone and accepting deliveries from the UPS guy. Right?

Sadly, upper management often views the role of a receptionist as expendable. In terms of pay and prestige, the receptionist may be on the lowest ladder rung. In terms of visibility to outsiders, though, the receptionist has one of the most prominent roles in projecting the image of both the company and office. The receptionist is the first person to meet and greet office visitors. Often, the receptionist is also the first person that callers encounter. Impressions shaped in such an encounter — good or bad — set the stage and shape the tone for subsequent dealings. We have all heard, "You get only one chance to make a first impression." This is sage advice when assessing the importance of the receptionist's role in today's claim office.