1. Display some cheery flowers for the “Reception Area” every Monday – never the same bouquet twice.
I really didn’t believe that flowers can affect people, I really didn’t. Then, I saw a man’s eyes light-up and actually say, “Those flowers just made my day!” I asked him, “Really??” He said YES! I was intrigued. We soon found out that it was the color that brightened his dreary day.
2. Add a bowl of candies or lollipops (sugar-free preferably) to the “Reception Area.”
A lot of clients bring their children and it’s nice to make them feel comfortable too. I found that your mail-courier appreciates the little treats as well and your mail never gets lost.
3. Have modern-day magazines and perhaps some good books for those times clients are left waiting a bit too long.
No need to “pay” for subscriptions for the office. Simply, ask office members to bring in their “already-read” magazines and ask them to donate their books. Display them in an inviting way. Recycle and save money!
4. Give clients your brightest smile when you see/greet them. Follow with a heart-felt “hello.”
Make an effort to remember your clients’ names. You must address them as Mr. or Mrs. or Ms. or Dr. until “invited” to address them by their first names. Always have a smile ready when you see them.
5. If clients are left waiting (a huge pet-peeve), go “light a fire” under the person they’re waiting on.
Attorneys usually get upset when you do this – at first. However, they soon realize (or they should realize) that you are just making sure that the “firm’s clients” are been catered to and taken care of. Sometimes, attorneys just forget that someone’s waiting – give gentle reminders.
6. Drag that water-cooler to the “Reception Area,” if room allows, setup a coffee/tea station as well.
So what if staff members have to go out to the reception area for water and coffee? It’s better than having a client ask you for water and you’re gone for 5 minutes getting it or worse; having to interrupt a busy conference room filled with other clients just to get water.
7. Answer the phone line before the 3rd ring. Clients should not be kept waiting or on hold for too long.
Invest in wireless phones for the office. The Financial Center I use to manage had these wireless phones – they were so freeing. You can get up, grab files, grab water, and make copies, just about anything while on the phone without being tied to your desk – just like home.
8. Dress appropriately for the office even on dress down days such as casual Fridays.
Clients should not see you with flip-flops, sandals, tee-shirts, tank-tops, baseball caps, or shorts. Casual attire at the office differs greatly than the casual clothes one wears at home. Clients need to “perceive” that you are being professional with their cases, your attire should reflect that.
9. Do not barrage your client with a lot of legal mumbo-jumbo. Explain common legal terminology.
Most clients will not tell you that they do not understand some things you say or write. Be courteous and explain things as you move along whether they solicit your assistance or not in the explanations.
10. Return your client’s calls and/or emails within 24 hours, even if it is just to say that you need another 24 hours to research/prepare and/or answer their inquiries.
There’s nothing worse than a client calling an attorney and the attorney giving the client the run-around. This will no-doubt compromise your firm’s reputation and you will lose existing clients along with their referrals.
You leave the best tips!