One of the major problems at our institution that constantly consumes a great amount of time and energy of the management team is high employee turnover at the reception level, those that deal directly with the public that access the services at our private clinical analysis lab. Some reasons for this problem, although very difficult to solve, are obvious and inherent with the region of the country where we are located (Northeast Region of Brazil), one of the poorest states of the federation, where access to good quality of education of great part of the population is a big problem. Moreover, and also very much related to local economic and educational levels, salaries of the employees at this level are considerably low. A high level of mistakes in the tasks from some of these employees, such as registration errors, is also reasonably common. Definitely, continuous employee education and training should play a major role in solving this problem, but engagement of the whole team is frequently a major challenge. Maybe also implementing a well-designed incentives plan and talent retention program could help.