Do You Welcome Clients to Your Office?

baseball and gloveOn Saturday, I went to the Yankee game with my good friend Joe and our sons. I know most out there may think NY’ers (and particularly people from The Bronx) are rude, but I want to share how we were welcomed into the new Yankee Stadium.

When going through the turnstiles, and checking our tickets, the man scanning the bar codes said “Welcome to Yankee Stadium”.

As we walked up four flights of stairs, we were greeted at each level, with the offer of help or assistance. When strolling around the upper deck, we were met by employees holding up signs that offer help or assistance.

While waiting on a long line for ice cream, the concession supervisor walked out with a scoop of chocolate with sprinkles, handed it to my son and said enjoy the game. He looked at me, and as I thanked him, he replied “Welcome to Yankee Stadium.”

Although everything, from water and coffee to popcorn and peanuts, is priced way over market (in this venue and all sporting venues), Mr. Steinbrenner got it right by making us feel welcome in his home. And the 7-1 rout of the Twins was worth it. We’re sure to be back again before this season ends!

This got me thinking to some of the law firms I’ve been in over the past few years. Rarely am I made to feel welcome, other than the obligatory “would you like something to drink?” I’d like to think because I’m a consultant, that I’m just being cast aside as an interruption (never mind the fact that all lawyers need what I sell).

A law firm reception area should feel welcoming, and in no way be similar to the waiting rooms we’re all too familiar with when visiting the doctor. Law firms should take a lesson from my chiropractor. He rarely keeps me waiting, but if he’s behind in schedule, he’ll come out personally, greet me, advise me of the delay, and then ask me to review and read material he has in his reception area about chiropractic. So I’m not waiting, I’m learning.

Could lawyers do the same in their offices?

Photo credit by Tutvid.

Brian Farrell is a coach, helping clients achieve their personal and professional goals. He's also the creator of the "QA2 Method". For more about Brian, visit