How to Create a Welcoming Environment for Clients

By the time I started my own law firm, I knew what a law office "should" look and feel like: - Dark wood - Neutral colors - Chunky wooden desks - Chunkier conference tables - Silence. In other words, kind of stuffy. I decided that we wanted something different for Marler Law Partners. We specialize in high-conflict divorce and custody cases, so our clients come to us at the darkest, heaviest times in their lives. I wanted our office to feel warm, inviting, supportive.  When a client comes to see me, I want our meeting to be a surprising little break from the stress. We’ve tried to create that environment with:  - bright lighting - colorful walls covered with art - contemporary, comfortable furniture  - a sound machine filling the space with calm, natural sounds. And we're looking for new ways to improve our clients' experience of coming to our office. I knew we were on the right track when a client said, “You all don’t seem like lawyers at all.” More and more lawyers are challenging the conventional wisdom about what a law firm should be like. I think that's a good thing. Do you agree?

Feeling is the missing ingredient in business (especially in finance). Over the past few weeks, I’ve been doing a lot of feeling and doing it in spaces where feeling hasn’t always been welcome. If I’ve learned anything, it’s this: We all want to FEEL. Feeling is at the heart of connection. And connection is at the heart of trust. If it sounds woo-woo, soft or touchy-feely... at the end of the day, you’re a human being doing business with human beings. And guess what?! Humans feel. We are deeply emotional people. And at the core, we all desire the same things: to FEEL seen, heard, loved and understood. Think back to your last client interaction - How did you make them feel? Did they leave feeling cared for or overwhelmed? Did they feel truly heard or handled? Did they experience relief or anxiety? Here are 3 ways to invite more feeling into your work: #1 You can only guide others to depths you’ve gone yourself If you’ve numbed your own emotions, it’s hard to truly hold space for others. Feeling isn’t a weakness, it’s what connects us. Next time you feel something? Don’t suppress it. Let it move through you. Let it teach you. #2 Create environments that welcome emotion Does your office feel warm, grounded, and safe? Subtle cues of emotional safety matter - a box of tissues, natural light, soft furniture, warm colors, a kind presence at the door. People remember how a room made them feel. #3 Start with connection before content Before charts, numbers, or paperwork - pause and connect. Invite a breath. Ask a meaningful question. Offer a reflection or share a moment of gratitude. And when emotion arises, don’t rush past it. Reflect. Get curious. Stay with them. That’s where trust is built. 𖤓 If this resonates, repost it. Let’s normalize feeling in finance. ⇓ Share in the comments - What’s one way you’re bringing more humanity into your work? ⟢ Follow for more real-time reflections on leading with heart and building from the inside out.

My law firm's conference table - made from a 200 year old walnut tree - with the logo laser etched on it isn't just furniture - it's a tool we use to turn nervous clients into comfortable ones before we even discuss their case. I noticed something troubling: when clients first sit down with an attorney, they're often nervous, tense, and don't know what to say. The table gives them something to comment on—breaking the ice and starting our relationship on better footing than "So what legal trouble are you in?" Most clients walk into a law office carrying invisible baggage: "Is this going to be super expensive?" "Will I feel stupid if I ask questions?" "Is the attorney going to be mean to me?" That last one shocked me at first. But we regularly hear "You're so nice!" from clients who've had negative experiences elsewhere. So we've built our entire client experience around removing those fears: Our receptionist knows your name before you arrive and greets you warmly We offer coffee or a drink immediately No intimidating forms to complete beforehand We explain everything in plain English, not legalese And we make sure every person who works here treats clients with respect The result? People consistently tell us "That was a lot easier than I thought it would be." In a profession often focused on billable hours and legal arguments, it's easy to forget we're in a service business. But I'd argue the human element matters more in law than almost anywhere else. People come to us during some of th eir most stressful moments—business disputes, estate planning, litigation threats. The least we can do is make them feel comfortable while they're here. And sometimes, that starts with a conversation about a really interesting table.