Thanksgiving is just around the corner, and people nationwide are considering what they have to be thankful for: their families, their health, and their finances often top the list. Would you say your office makes the cut? If not, then why not?
It might not be obvious, but the experience people have within your walls can make or break the perception — and actual function — of your practice. With a few relatively simple methods, you can turn your office from a random space that might not stick in someone’s mind into something for visitors will enjoy and remember long after they’ve walked out the door.
Your Office = Your Practice
First things first: it’s important to recognize that your office — meaning the physical space, the brick, mortar, and carpet you work in and around — is not separate from your practice. It isn’t something you passively occupy at a decent rent for five days a week. Rather, your office space serves as an extension of your practice, something just as important and unique as, say, your individual financial approach to long-term care. How you present and utilize your office influences how you conduct your practice, and vice versa.
Face of the Franchise
You can also think of your office as another employee. In the same way your practice might have a Client Experience Manager who makes sure current and potential clients have a good time, your office provides a service to visitors. Is your space welcoming or hostile to people who come through the door? Would a first-time visitor feel at home, or would your office’s look turn them away? Consider the traits you find appealing in client-facing employees and look for them in your office space.
The Office Experience
While your website is likely the first thing a client will see of your practice, your office will be the first thing they interact with. Their physical experience in your office can set the tone for how they think of and remember your practice. As an extension, you’d rather not have clients feel like they’re in some cold, emotionless doctor’s lobby, waiting to have their finances poked and prodded.
So what are the factors you need to address in order to make the most of your office’s experience?
Comfort
The activity most clients and visitors will take part in, whether they’re a first time or a long time, is waiting. Maybe they’re waiting for you to wrap up a prior appointment; maybe they’re waiting for their partner to arrive to begin their appointment. How they’re waiting can determine how that appointment goes. Comfortable chairs and couches and a pleasant color scheme go a long way toward making a pleasant office experience.
Sustenance
Who doesn’t love a good snack? Having plenty of refreshments around is a great and easy way to enhance the experience of being in your office. Anything from snack-size Cheez-Its to fresh-baked cookies should be welcome at your front desk. Custom drink and snack menus let visitors feel accommodated and satisfied and lets them know you pay attention to detail. No one likes to wait, and it’s inevitable that some appointments will run long or that you’ll run late. Snacks and refreshments not only offer a way to pass the time, but also show that you value visitors’ time.
Confidence
Does your practice have accolades? Financial Advisor of the Year, Community Favorite, things like that! Show ’em off! Don’t be afraid to adorn your walls with all the trophies you’ve collected over the years. While working well as decorations throughout your office, they also serve as great conversation starters, launching pads for how you best serve your community.
At the end of the day, remember that your office is a reflection of you. If you need some more tips about making it something to be thankful for, you can always check out our House Rules on creating an effective and welcoming office experience.
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