In many ways, the client experience starts well before any formal advice is given—shaped by the way a business communicates, responds and supports people day-to-day.
Sienna Ahern, our Reception & Administration Support, plays a key role in creating that experience while keeping everything running smoothly behind the scenes.
We sat down with Sienna to learn more about her perspective on the role and supporting our clients.
What do you think businesses sometimes underestimate about admin/reception roles?
I think businesses sometimes underestimate how much the admin/reception role shapes first impressions. It’s not just answering the phones or scheduling meetings – it’s often the first point of contact someone has with the business. The tone, organisation, and responsiveness at the front desk can really influence how professional and trustworthy the whole business feels.
What’s one small thing that can make a big difference to a client’s experience?
Something small like remembering a client’s name or greeting them warmly makes a big difference. It shows attention to detail and makes people feel valued rather than just another appointment in the calendar.
What has surprised you the most since stepping into this role?
I was surprised about how much multitasking is involved and how quickly priorities change. You might be answering calls, helping a client over the phone, and managing emails all at once. It’s taught me to stay calm and organised even when things get busy and to also work productively under pressure.
What has been your biggest learning in this role so far?
My biggest learning has been communication – especially how to adapt it depending on the person. Whether it’s a client, a director, or a team member, being clear, polite and professional makes everything run more smoothly.
What’s a moment in your past roles that shaped how you approach customer service?
In a previous role, I had a situation where a customer came in already frustrated. Instead of rushing, I took the time to really listen and acknowledge how they felt. By the end of the interaction, they were much calmer and appreciative. That experience showed me how important patience and empathy are, and I try to bring that into every interaction now.