Charm new clients from the moment they walk in through your front door.

Reading time:

Let’s face it: most businesses could stand to improve how they handle client experience. 

Some companies disregard it, assuming clients only care about the price, speed, and quality of a service or product. Other companies overthink it, spending upwards of five or six figures on complicated CX tools and flashy brand displays that prove to be extraneous and ineffectual. 

There’s a middle ground between these two extremes that’s all too often overlooked. No, you shouldn’t do nothing to improve client experience, but you also don’t need to overhaul your company, map out a 171-step customer journey, and hire a team of behavioral psychologists and data analysts.

Instead, start with the simple stuff.

Want to improve your client experience? Start by looking around your office.

How do guests feel when they enter your business?

What’s the first thing they see?

Is there a comfortable place to sit?

These sorts of questions may sound rudimentary, but they point to elements that separate extraordinary businesses from the rest. Nailing the in-person fundamentals can be the difference between providing exceptional client experiences and scaring people away.

The way your location looks, sounds, smells, and feels should serve to welcome and charm your guests, not send them running to the door. If they don’t feel safe and relaxed in your space, they probably won’t want to return—unless they really have to.

Seven ways to create better client experiences in your office.

Here are a few quick, easy, and cost-effective ideas to liven up your space and improve your client experience:

1. Change your lighting. Most businesses are lit poorly. Believe it or not, the problem is usually over-illumination—the lights are too bright. Ditch the harsh overhead bulbs for lamps and ambient lighting solutions. Natural light is best—look for ways (windows, skylights, reflective surfaces, bright paints) to maximize it.

2. Add plant life. Office plants not only look nice, but are proven to reduce stress, boost creativity, and improve air quality.

3. Throw art on the walls. Paintings, prints, photographs, sketches—any form of artistic expression can pique your visitors’ interest, set a mood, or tell a story. Stay away from bland, corporate art if you can. Instead, choose works that reflect your community and your employees. Better yet, support your local artists.

4. Prioritize comfort. Have plenty of seats available. Coziness is more important than elegance. A comfy couch is probably better (and cheaper, especially if bought used) than a set of harsh, angular, minimalist chairs.

5. Consider different visitors’ needs. Do your guests have ample space to sit and talk? Are there more secluded areas for people who want more privacy? Think like a restaurant or bar and offer more than one kind of seating arrangement available.

6. Offer drinks (and maybe even snacks). Everybody loves treats. A cup of water, a mug of tea or coffee, or a miniature bottle of sparkling water or soda can make someone feel at home. A piece of candy, cookie, or granola can make their day—and cement your business as a positive experience in their memory. They might come back just for the drinks and snacks.

7. Keep it clean and organized. Make sure to sweep up those crumbs after your guests are done snacking. And keep clutter under control—a little creative chaos can be charming, but piles upon piles send the wrong message.

Learn more business tips for improving client experiences.

The Ruby method: “greet, seat, treat.”

At Ruby, we follow a simple, three-step formula to create connections with our guests:

1. Greet. A warm greeting is much more than a mere formality. When a visitor comes through the door, you have an opportunity to turn someone’s day around with your kindness. There’s no easier way to establish a real, human connection than through eye contact and a smile. If you’re on a phone call when a guest arrives, politely indicate that you’ll be with the guest in just a moment (a friendly wave does the job nicely). If you’re not on a call, give your guest a warm greeting such as “Good afternoon! How may I help you today?”

2. Seat. This one’s dead simple. Offer a guest a seat in your lobby: “Please make yourself comfortable! I’ll let Ms. Smith know you’re here.”

3. Treat. Offering drinks and snacks is not only a courtesy, but a form of anticipating clients’ needs—a core component of WOWism. At the very least, always offer your guest something to drink. If you don’t have a watercooler handy, keep a pitcher and glasses stocked at your desk. 

The key to client experience is connection.

These are just a few ways to improve client experience and build relationships with the people you serve. You may not have the time, money, or space to try every idea here—and that’s okay. 

Any growing business can stand out and boost client satisfaction and retention, no matter how limited the organization’s resources may be. The key lies in personal connections.

Learn more in our free ebook: The ROI of Personal Connections.

Additional reads you may find interesting...

View All
Title card: Creativity, connections, and client relationships—with Nathan Wilson, The Narrative
Small Business Tips

Creativity, connections, and client relationships—with Nathan Wilson of The Narrative

Illustration of a woman with a lovely voice speaking

How to make your voice sound better

Ruby customer feature series title card: Rebecca Flanagan, Flanagan Legal Services
Customer Feature

Ruby customer feature: Rebecca Flanagan, Flanagan Legal Services

Business handshake: close-up part of two young women shaking hands and smiling while sitting at business meeting with their coworkers
Small Business Tips

Coopetition: how to grow your business by partnering with a competitor

Headsets hangs on powered-off computers in an empty office
Small Business Tips

Worker shortage explained: what 2021’s workforce issues mean for your business

A traffic light sign is nearly submerged by a massive flood—one example of the extreme weather events caused by climate change.
Small Business Tips

Getting real about climate change

Man makes notes in a notebook on a table with a phone
Small Business Tips

What you lose when you send every call to voicemail

An illustration of a phone ringing next to a magnifying glass that reveals text: "Ruby calling…"
Receptionist Tips

Receptionist secrets revealed: 5 tricks to grow your business by wowing your customers

A group of professionals sit in a well-lit office watching a man in a hoodie present and point to a whiteboard
Small Business Tips

How IT answering services help you engage & retain customers

Collage of people on phones with title: Real receptionists. Unreal results. Build lasting loyalty with Ruby.
About Ruby

Getting started with Ruby: what to expect

Female-presenting freelancer wearing elegant sweater and round earrings working in front of open laptop, sitting in cozy home office interior, drinking coffee, browsing websites
Small Business Tips

Does your business really need a website? 6 myths about your online presence

An illustration showing that people who call translate into money for a business, while people who visit a website are left without a next step, and bounce to competitors' websites
Small Business Tips

You don’t leave your callers hanging. But what about your website visitors?

Collage of group of young people over colorful vintage isolated background smiling doing phone gesture with hand and fingers, pantomiming talking on the telephone.
Receptionist Tips

The power of answering the phone in one ring

Ruby logo + Clio logo
Legal Practice Tips

Ruby + Clio = happier clients + more billable hours

Small Business Tips

You don’t have to be the “everything business.”

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!