There was a time when legal services consumers were intimidated by going to a law office. For some people, that is still the case. But when most people go to a law firm, they expect a certain level of courtesy, professionalism and, to be perfectly honest, the look and feel of success.
Today’s legal services consumer expect to walk into an estate planning law office and see the following:
Furnishings that are tasteful, relatively new and comfortable. If your reception area chairs are more than twenty years old, or show signs of wear and tear, it’s time to replace them. Really.
Artwork including awards and honors from this decade. The only things that should be on your walls with a date that does not include 2000 are diplomas. Awards and accolades from the 1980s and 1990s should be stored securely. Of course if your office features fine art or works from local artists, the date is immaterial.
Organized workspaces. Whatever workspaces your visitors see should be organized and look neat, even if they are numerous stacks of documents. Clients and prospects are making decisions about what kind of office you run, how their affairs will be managed and what they can anticipate. If they see a clerical mess, they will assume that their documents will one day become part of the mess.
A well-paved, well lit parking lot. If you own a building, it’s a necessary investment. If you are a tenant, consider how your clients feel when they enter your building’s parking lot. Are there spaces marked just for your guests? Is the lighting sufficient for safety and comfort? If it is a big parking garage, are there security cameras or security guards in the area?
Today’s legal services consumer expects that your legal services will be superior to other offices. But they also want to feel that they are in the right place, and the look and feel of your office does matter.