In this “Big Ideas” issue, it is worth remembering that sometimes the smallest gestures, such as ensuring that a client’s first encounter with your office is a welcoming one, can make the biggest impact.
The first interaction with a lawyer or law firm can be nerve-wracking for a client, especially if he or she has never worked with a lawyer before. And that anxiety and emotion isn’t limited to clients seeking a lawyer’s advice for an unhappy reason, such as a divorce; the same can be true for clients seeking advice for a happy reason, such as the purchase of a home or the creation of a new business.
The first interaction may actually be a cluster of different encounters in different forms, such as the first website visit, the first email or telephone contact, the first time making an appointment, and the first visit to your brick-and-mortar office.