Why a client should not wander around the law office?

Do you know that slight unease before visiting a doctor? Especially for the first time? Will they listen to me? Will they understand me? Will I understand them? Will I forget to mention something? And depending on personal traits, the rest of the similar dilemmas.

Yes, this is another reference to doctors, because – just like with lawyers – we don’t go to them for trivial matters but for problems. And with all due respect to other professions, it’s easier to deal with a bad haircut or a leaking washing machine than with the prospect of surgery or imprisonment. 

The stress level before the first meeting with a lawyer can, of course, be very high, depending on the matter we’re bringing in. In the mindset of many people, a visit to the law office is a last resort, a sign that something went wrong in their business (or life) and they can’t handle it. While many entrepreneurs’ awareness is changing, for a large portion, a lawyer is still seen as someone who puts out fires. And when there’s a fire, it’s a disaster. 

The client walks in and doesn’t know what to do 

So, this client walks in, stressed about their situation and the fact they need to tell someone about it. It’s great if they immediately see someone in an obvious spot, so there’s no doubt that they can approach them. It’s worse if there’s no clear place, or no one they can speak to. It feels a bit like standing at the entrance of a restaurant, seeing a sign that says, “Please wait here,” and then no one comes to greet you for the next ten minutes – not even a glance. 

Let’s assume the client enters the office, sees the reception desk, but there’s no one behind it. No one acknowledges their arrival, and they stand there, waiting. They look at their watch – the meeting is in a minute, but they left early to avoid being late. They start nervously moving around, and eventually peek into the rooms, apologizing for interrupting, and explain they’re there for a scheduled meeting.

Has their stress level increased before the meeting? Definitely. Perhaps this situation even irritated them a little. Did it make them wonder if anyone is working here? If anyone is engaged? It might, especially if they pay attention to such things or if customer service in their own business works very differently. Finally, did they feel safe in this situation? Comfortable? Certainly not.

Our core value is safety 

We don’t let situations like this happen. In our Client Service Procedure, we clearly define that during office hours, someone must always be at the reception desk. We know who is filling in and when, and what to do if the reception desk is temporarily empty. There is absolutely no option for a client not to know what to do, where to go, or not to be welcomed and invited into a conference room, or asked to wait. And absolutely everyone must be able to do this and feel responsible for it. No matter how complex their tasks may be, everyone should be ready to help the client. 

A client must feel safe and comfortable in the office – not only in the substantive aspect but also in the organizational one. That’s why procedures are necessary. The first contact can truly make a significant difference.