In the "olden days" it used to be "Secretaries Day" now, more aptly titled, "Administrative Professionals Day" reflects the true nature of the job.  These are, quite often, the unsung heroes of our day to day business life.  They are the ones who must smile in the face of impending disaster.  If the truth were to be known, they are the ones who actually makes sure that business moves at the pace the boss sets! I can recall one administrative professional I worked with many moons ago.  Jeannie was always smiling, and positive.  No matter how hard the task, or dire the situation, she could find the bright side and focus only on that.  She could, and did, tell you to "go to hell" so nicely that you would thank her when she was through.  For years, she was at the "top of the heap" and then she did something nobody else had ever done -- she asked for an assignment in the "trenches" where the action was.  A number of senior managers smiled, and then quietly quashed her dream, behind her back.  I'm proud to say that I say her potential and worked to make a position for her.  It was an entry level position.  The bottom rung, so to speak.  However, Jeannie wasn't there very long.  In a matter of months, she was well on her way to becoming a stellar performer through the ranks.  Her last assignment before she retired was a regional manager porition, reporting to the director in charge of the retail arm of the company. Today's lesson?  Have a chat with your administrative professionals and see where they want to go.  Help them get there.  They will show all your employees "the way things should be done" and act as an example to other employees too! Be sure to stop by our other web sites for additional information and ideas about building customer loyalty: The Service Quality Department ServiceQuality.US ServiceQuality.CA ServiceQuality.co.UK ServiceQuality.CN High Definition Mystery Shopping