When potential clients visit your offices, what’s the first thing they encounter? A carefully prepared pitch proposal? A senior partner? Or your front of house staff?
Of course, it’s not just the intellect and experience of your lawyers that build your brand reputation. Everyone who touches your clients and potential clients needs to provide them with an exceptional experience. After all, a brand is made up of the experiences of the people who interact with it, whether they’re looking at your website, consulting with a partner or being greeted in your reception.
A PricewaterhouseCoopers study from 2012 notes that one of the major themes which emerged from a series of managing partner interviews was a ‘renewed focus on brand development and differentiation as one way to help to protect pricing and profitability’. The study also stated that ‘firms also recognise the need for improvement in managing client relationships and client retention’.
Branding, then, is a top priority for many firms. They spend a great deal of time thinking about everything from their marketing collateral, to the ambience of their offices and even the biscuits in the meeting rooms. But what about the welcome clients get when they come through the door and enter the world of your brand?
What would make your firm memorable to a visitor? How would your firm be differentiated?
At Intelligent Office, we know how important it is to create exactly the right front of house and reception service that reflects and enhances our clients’ brands. We also know that our clients want to concentrate on what they do best. That’s why we take the management, development and training of the employees who deliver the service off their hands.