Make your secretary aware of who is coming in for consultations that day so that he or she can greet them by name with a smile when they walk in. After welcoming the client and asking if they need coffee or a snack, we like to give a welcome bag full of goodies.

The goody bag includes branded materials like luggage tags, a mug, pens, notepads, etc. The bag itself is a branded canvas bag they can use for grocery shopping. We also include educational materials (our client handbook for the relevant practice area plus some free books) and something for kids to play with. We use a plush teddy bear in a BenGlassLaw shirt, and families love it! It’s the most popular item in the whole bag.

You want to think about as many details as possible that will make your potential client happy and impressed with the work you’ve put into understanding their needs. For rainy days, we give them a free BenGlassLaw umbrella when they exit. In the winter, we give ice scrapers. In allergy and flu season we give hand sanitizer. It’s a final “wow” upon exiting that gets the client to remember how much thought went into the experience.

After they leave, we follow up to ask for a review on Avvo or on Google. Even if they didn’t become a client, they can still share their experience with the world. After the work we’ve put in, it’s almost always positive. There’s always a few negative Nancy’s that can’t be pleased, but we NEVER organize our lives to please such people, lest we end up like Sisyphus.

You now have the tools to craft a great in-office experience. It will have a huge impact on your bottom line.