Protocols of Action: Client Reception and How to Proceed After the First Meeting? PART ONE

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The importance of serving a glass of whisky in a law firm

The importance of serving a glass of whisky in a law firm

The first visit to a law firm is a decisive moment for both the client and the professional. In that initial meeting, the foundations of trust are established, expectations are defined, and essential information is gathered to assess the legal viability of the case. It is not only about listening to the initial account: it is the moment when the firm projects its professionalism, ethics, and working methodology.

Therefore, it is essential to systematize this process. Having a clear protocol—from welcoming the client to collecting data, signing authorizations, and outlining possible courses of action—ensures consistency in service, prevents relevant omissions, and optimizes the time of both lawyer and client. Moreover, it allows proper documentation of information, reduces legal risks, and conveys security, thus reinforcing confidence in the firm.

Below, we present guidelines that help structure the first visit clearly and efficiently. These orientations seek to provide a common framework for all professionals in the firm, ensuring that each client receives consistent, thorough, and transparent treatment, while also optimizing the legal work from the beginning of the relationship.

FIRST: Before any meeting, the client must be informed that, in addition to meeting at the law office, there are other options, such as the lawyer traveling personally to their company, private residence, or offering a teleconference.

SECOND: Client Reception

In law firms, the client experience begins long before receiving legal advice. The way in which a client is welcomed and attended to reflects the culture and professionalism of the firm. But the protocol does not end at reception: it must also ensure discretion during the meeting and secure management of the information afterward.

Reception is the first impression of the firm’s professionalism; therefore, the reception staff constitutes the first visible face of the office. Their role is twofold: to convey trust and confidentiality.

The greeting must be uniform and elegant. Example: “Good morning, Mr. Neville, Mrs. Bryon is expecting you. Please come with me. May I offer you a coffee, a glass of water, or anything else you prefer?”

In case of a first visit, the staff may add:

“You must be Mrs. Baskerville. Your attorney, Mr. Smith, will see you right away.”

Attention must be personalized from the very first moment, making the client feel they are the most important person and that they are at home, with their partner, with the person who will accompany them from now until the end—showing at all times that every detail is under control.

Personal appearance: It is essential to convey professionalism, care, and hygiene. Clothing must be formal and appropriate to the legal environment, prioritizing neatness and coherence with the firm’s identity. Accessories, makeup, or adornments are optional, provided they contribute to projecting seriousness and respect toward the client.

A more innovative style may be adopted, as long as it maintains class, glamour, and elegance. In smaller specialized firms, and in fields such as criminal law, sports, entertainment, or technology, clients are usually more receptive to innovation and less rigid formality. The latest trend confirms this: many firms have abandoned the now outdated style inspired by the “dream merchants” of Silicon Valley, leaving behind sneakers, polos, joggers, or jeans, after realizing that such an image was far removed from the commitment, seriousness, discretion, and confidentiality required in this sector.

Finally, staff must always accompany the client with a soft, professional smile, and in case of delay: it is not enough to apologize; the reason must be explained and an estimated waiting time provided.

Therefore, the reception checklist will be:

·        Uniform and personalized greeting.

·        Address the client by name.

·        Escort to a private (not common) room.

·        Offer a drink immediately.

·        Impeccable and elegant appearance.

·        Soft, professional smile.

·        Punctuality is gold.

Although some clarifications are worth noting regarding certain points. When offering a drink to the client, the most appropriate formula is to present the option openly and courteously: “Would you like a coffee, a glass of water, or perhaps something else?”

It may happen that the client asks for a whisky; in such case, we must immediately comply with their request. And if, for some reason, the drink is not available at that moment, the correct approach is to apologize firmly and assure them it will not happen again.

A real example of this occurred in a London law firm. When offering a drink to a client, he asked for a glass of whisky and the secretary replied: “Sorry, in this firm we do not serve alcohol.” The businessman immediately answered: “Until now, I’ve been the one who decides what I drink or don’t drink. Good afternoon.” He then left the office, ordered the cancellation of the account, and the manager was dismissed on the spot.

This outcome is understandable: top executives and entrepreneurs—as well as most people—do not like to be given unnecessary or inappropriate lessons.

Finally, regarding punctuality, we must assume that if the client has to wait, it is due to poor planning by the firm, since the client’s time is far more important than the lawyer’s. Therefore, it is not enough to apologize; the reason and approximate duration of the delay must also be explained.

Highlights

Not a few law firms have abandoned the now outdated style inspired by Silicon Valley’s “dream merchants,” leaving behind sneakers, polos, joggers, or jeans.

Top executives and entrepreneurs—like people in general—do not like being given inappropriate lessons.