Receptionists get all the good jobs! Cleaning is not usually very popular but it is very necessary. Clients will suspect the standards of hygiene elsewhere if their first impression is of a hairy, dirty and smelly waiting room.

Accidents must always be cleaned up as they happen. If a long-coated dog is shedding vast quantities of hair, just nip out with a dustpan and brush or Dustbuster and clear it up. Don't do it in front of the client though - they will be offended! Wait until they've left the surgery.

Keep cleaning equipment handy and never make a client clear up blood, vomit, urine or faecal material. If an animal voids itself in the waiting room, the chances are that he or she simply cannot help it. It may be nerves, overexcitement or due to illness. A client must never be made to feel embarrassed. Accidents can and will happen, and it is all part of your job to ensure that any mess is dealt with quickly and with minimal drama. In your spare moments, the following tasks should be undertaken:

• Replenish merchandise stands and ensure that products are displayed attractively.
   
• Ensure that all merchandise is correctly priced and in date.
   
• Tidy magazine racks (and make sure that the reading material is current, interesting and varied).
   
• If you have a toy box, make sure the toys are in it and not strewn all over the floor for people to trip up on.
   
• Replenish leaflet racks and ensure that they are all marked with the practice stamp.
   
• Make sure that information on the notice board is tidy and current.

Managing the waiting room is vitally important for safety reasons as well as to ensure that you can work efficiently:

• It is the receptionist's duty to make sure that cats are contained within a secure box or basket and dogs kept under control on a leash.
   
• Boxes, baskets and leads should be available to purchase or borrow should a client arrive without.
   
• Try to prevent your clients from congregating around the desk and direct them to the seating area or merchandise.
   
• Clients with coughing dogs should be politely requested to wait outside. Explain that this to prevent any infection from being transmitted to other dogs in the waiting room. If it is cold or raining, then allow them to queue jump if the waiting time is likely to be lengthy.
   
• Clients with noisy dogs should also be asked to wait outside. Again, if you explain your reasoning, i.e. that this is to avoid stressing other animals (especially cats and rabbits), then the client is unlikely to take offence.

If the veterinary surgeon has been delayed:

• Always explain why - e.g. "I am afraid that we have just had to admit a very poorly cat who has been run over" (don't use terms like RTA, the clients probably won't know what you are talking about!).
   
• Estimate the time of the delay.
   
• Offer clients an alternative appointment if they seem reluctant to wait.
   
• Offer those clients that are prepared to wait a cup of tea or coffee if the delay is likely to be lengthy.
   
• See if a Veterinary Nurse is available to see some of the appointments (such as dressing changes, suture removals and wound checks) in order to minimise disruption. Do make sure that if this is the case, then the clients are asked if they are happy to see a nurse. No disrespect to all you nurses, but some clients - especially if they were expecting to see (and pay for) the time of a veterinary surgeon - may decline.