A receptionist oversees all activities at the front office reception and they are the first point of contact for clients, counsel, and vendors who visit a law firm. Receptionists are often the beginning of a client’s experience and relationship with a firm that can boost confidence in the firm’s services. Many people will think of the well-known strategic leadership principles, “The Four P’s” – Prepared, Polished, Professional, and Proactive, that fit perfectly in a legal professional setting.
It’s key for legal professionals and support staff in client-facing roles to present a confident, composed image that reflects “The Four P’s” and the sophistication of the firm. Since a first impression may shape the image of the firm in the eyes of a client, maintaining high standards of professional etiquette should be a priority.
These are some ways to improve your professional etiquette to help you make the best impression.
Building Client Relationships
Be positive and confident. Clear communication can help build a strong client relationship and encourage a client to feel comfortable being open and honest with you. As clients return, they may find comfort in seeing a familiar face at each visit.
A simple greeting of “Hi, how are you?” can go a long way in connecting with the client. It creates an open space for the client to reply, and may present a good opportunity to get to know one another. The key here is to listen to their response and make eye contact, so they know you care about them. For instance, if you know your client is a parent, you may simply ask how their children are doing and even memorize their children’s names. If you have a closer relationship with a client, something more personal, such as having their choice of drink ready to go for their upcoming meeting, might be appropriate and appreciated.
No one wears stress well, so it’s important to remain composed in all situations, especially in front of clients. Remain professional and composed under pressure to reinforce the image that you are confident, competent, and ready to handle any situation that may arise.
Professionalism = Planning Ahead
As stated earlier, be courteous, kind, and competent. Professionalism is defined as expertise and adherence to high standards of conduct. For example, when introducing yourself to someone of higher status, aim for a concise, professional, and respectful approach. If it feels unnatural, keep practicing until you feel comfortable wearing your “professional” shoes.
Planning ahead requires organizational skills. Successful people have a game plan even when unexpected events occur, a practice that can save you from headaches in the future. Your preparation may include effectively organizing and prioritizing tasks, as well as understanding your responsibilities.
How you can make planning ahead look easy:
- Keep a detailed calendar. Use a planner or electronic calendar to track appointments, meetings, and important assignments.
- Break down large tasks. Divide tasks into smaller, more manageable steps to make them easier to complete.
- Communicate with your team. Let your team know what you’re working on and if you have bandwidth. Make sure everyone is aware of each other’s activities, so time is used effectively.
- Delegate (if applicable). Request help for tasks that can be handled or shared by others to open your time for more critical and pressing responsibilities.
- Find support from your team or offer support to others. You may want to consider offering advice or mentorship to help team members make informed decisions and navigate complex situations that you are more knowledgeable of. Assist one another so that everyone may bring their best selves to work.
- Be aware of your firm’s rules, policies, and training. What should you do in each situation? This may mean enhancing your self-discipline and knowledge on different matters.
Be disciplined to think ahead, stay on task, and look around the corner to anticipate the next thing.
Dress the Part
Be mindful of your appearance and presentation. This requires self-awareness of how you are presenting yourself, both verbally and nonverbally.
Professional attire is part of your non-verbal communication with a client, vendor, or colleague. The appropriate attire will help present a polished, sophisticated image of you and your organization. It’s in your best interest to put the best version of yourself forward, because people are likely to form an opinion of you based on the way you are dressed. For example, wearing a suit and polished shoes will give a sophisticated appearance and can set the stage to build trust with colleagues, clients, and superiors.
On the other hand, underdressing in a professional setting will have the opposite effect, and create a negative impression of the person and the firm. Clothing that is too informal or casual for the expectation of attire in that environment may cause a client to think the firm is unprofessional, and therefore, not credible enough to handle the sensitive nature of their case. Remember, you are dressing for your work environment, not your clients industry.
At the end of the day, your goal in a client-facing role is to provide a positive client experience to anyone who enters the firm. These tips are just a few ways to sharpen both your verbal and non-verbal skills to enhance your professional style. Let’s start implementing those Four P’s today by showing a positive attitude and a great smile.
