When I walk into one of the schools we have a longstanding relationship with, a small Pre-K – 8 school in North Carolina, I already know how I’m going to feel.

Not because of a professional title or my reason for visiting—but because of who’s sitting behind the front desk.

Barbara and Alecia are the type of front office staff you hope every school has. They greet every single person with the same warmth and attention you’d expect from a long-lost friend. Even if they’ve buzzed in 36 people already, they’ll press that button for the 37th time as if they’ve just cleared their schedule to do so. There’s no sign of exasperation. No sigh. No “one moment please.”

They simply welcome you.

And if they know you’re coming?

The experience feels even more personal. They call me by name and ask how the weather was back in New Hampshire. They check in on how my pups are doing, remembering that I’d mentioned one of them had been sick the last time I visited.

It’s not just me. I’ve seen them do the same with every student, family member, or staff member who walks through that door.

A fifth grader comes in to drop off a note from home, and Alecia asks how her older brother is adjusting to high school. A grandmother comes to pick up her grandson, and Barbara congratulates her on the birthday party they’d heard about last week.

It’s like they have the most impressive internal Rolodex in the world. But what’s even more impressive? It’s not a script.

It’s genuine care.

And it doesn’t stop with greetings.

Every morning, students take turns leading announcements over the intercom. Barbara and Alecia are right there beside them—calmly practicing mic placement, gently guiding them to slow down for the Pledge, reminding them that the school motto deserves to be said with pride.

There’s something quietly powerful about the way they show up for these students. It’s not flashy. It’s not loud. But it’s deeply impactful.

When your front office staff lead with warmth, consistency, and emotional presence, they are the first line of school culture. They’re the heartbeat of the building—the first smile, the first voice, the first signal that this is a safe place to be.

It’s easy to underestimate the front desk. To view it as a transactional space, not a transformational one. But the truth is, the front office sets the tone for everything else.

When the first interaction is grounded in humanity, something shifts:

• Anxiety lowers.
• Cooperation rises.
• Families soften.
• Students stand taller.
• Even tense meetings begin with a little more trust in the air.

Barbara and Alecia don’t just work in the front office. They shape the school’s atmosphere—one moment, one interaction, one buzz of the front door at a time.

And it’s no accident.

They uphold boundaries where needed. Speak to students with calm, clear authority. Reinforce expectations with warmth and firmness. And they do it all while modeling empathy, consistency, and deep respect.

This kind of impact isn’t accidental—it’s intentional.

And as a school leader, you have the power to cultivate it.

What would it look like if every school had a Barbara and an Alecia at the front desk? Not their personalities, necessarily—but their presence. Their mindset. Their role in building connection before anyone even steps into a classroom.

Because the truth is, when you support your front office staff in becoming culture-builders—not just rule-reminders—you’re investing in your entire school community.

The door may be locked. But if the people behind it are full of welcome, the entire school opens up.

If you’re thinking, This sounds amazing… but what should I be looking for?—here’s a good place to start:

• Clear, caring boundaries and reinforcement of rules that matter
• Adult-student interactions that are both empathetic and firm
• Welcoming language and tone used with every visitor, every time
• Student work or celebrations displayed visibly and proudly
• A front desk presence that models responsibility, calm, and connection

You don’t need to overhaul everything. But you do need to be intentional.

And if you’re ready to take the next step—we’re here to help.

Let’s talk about how your front office, your staff, and your school culture can shift from good to great.

Set up a discovery call and we’ll give you real answers, practical insights, and show you how Holistic PD can transform the everyday interactions that shape your school.

Because school culture doesn’t start in the classroom. It starts at the front desk.

Written by Sarah Fillion 2025