Who is the first person a visitor sees when they enter your office? Believe it or not, that person sets the tone for the rest of the visit. Your clients will either feel special or they will feel nothing.
I would like to share a story with you. Years ago I was coaching lawyers at McMillan Law Firm in Toronto. One day I arrived for coaching. It turned out that on that morning the firm was sponsoring two events at the same time with several people attending each event.
After I arrived, I watched June Ellis greet each person, take their coat and escort them to the correct event. June is the supervisor of client events at McMillan and a real pro. I am not sure any of those who attended remember what was in the firm program, but I bet they remember how June made them feel.
June has a way of making each person who visits her firm think they are the most important person who has ever walked into the firm lobby. She is the ultimate professional, but more importantly she conveys how much she cares. I thought about that each time I went down the elevator at the McMillan offices. Because she was upbeat, I was upbeat.
Amazon’s CEO Jeff Bezo could have been talking about June when he said:
We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.
In my current work I go to many law firms both in the US and in Canada. I have been blessed to meet some truly outstanding receptionists. I do not want to list all the ones I love, so if I am working with your firm, share this with your receptionists. Like June, they greet me with a smile and make me feel part of the firm family.
Your clients assume your lawyers know their business, but they make no assumptions about how they will be treated. So, yes, the person who greets your visitors just might be the most important person in your office. Let him, or more likely her, know it.
Finally, you might share this interesting blog: The 12 Most Important Ways to Let People Know They Matter.