First impressions are vital in any relationship-driven business, but it’s not all about your personal appearance. Your clients also judge you by your office.
“If your clients know you care about your space, then they know that you will care about their materials in your space,” says Joshua Zuchter, a business and life coach in Toronto.
To create a better impression with your clients, use these tips to spruce up your workspace.
> Start at the front door
The client experience begins the second they walk in the door, so make sure it’s professional right from the start, says Joanne Ferguson, president, coach and consultant of Advisor Pathways Inc. in Toronto.
The receptionist should have a list of expected clients, so they can be greeted properly. Also, be aware of all conversations in the area, warns Ferguson. “It’s really important when someone from the branch talks with the receptionist that they’re careful about what they say because clients can hear everything,” she says.
> Create a relaxed atmosphere
The office should be clean and inviting. There should be reading materials for clients who arrive early, Ferguson says, but make sure they are arranged neatly.
Ferguson knows of advisors who took an unorthodox approach in creating the right atmosphere — designing their meeting room to look like a living room. “They have a couch, they have a nice painting and a TV,” she says. “The client can relax and maybe open up to discuss personal issues as well as financial issues.”
> Check the air
Air quality can affect your clients’ impression. A stale or stagnant atmosphere “usually turns people off right away,” says Zuchter. If you can’t open a window, try adding a few plants or use scented oils. “Something that’s very natural,” he says. “Nothing that would cause someone to sneeze.”
> Keep it organized and clean
All areas, from the boardroom to your personal office, should be clean and clutter-free. “Make it a space that’s inviting,” says Ferguson. “
Also, remember to clean up between meetings, Zuchter adds. “Anything that was in the prior meeting should be out of the room,” he says. “So, no half-filled water glasses.”
> Show off a little
Create a good impression by displaying your credentials. Hang up that diploma, certificate or other documents that represent your qualifications, Zuchter says. Testimonials, media mentions and awards are also good ideas. But don’t over do it. “A lot of awards on a wall may give the impression that the company is trying to prove themselves too much, which can turn people off.”
> Speak to the professionals
Hire an expert to help create a professional and positive space. If your budget allows, an interior designer or other specialist can be a big help.
Zuchter recommends a feng shui expert. “A feng shui specialist or designer will actually go into your space and help you to create the best flow possible,” he says, “to maximize profit, communication, space and interaction among staff and clients.”
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