I attended a local solicitors’ office this morning and upon arriving was immediately impressed with the appearance of the reception and waiting area. The receptionist greeted me warmly and instructed me to sit and wait for the solicitor to see me.

Unfortunately, it was from here that it went downhill. Although I was right on time for the appointment, I was left waiting in the reception area for 20 minutes. During this time the staff carried on with their day as if I wasn’t there, and I was left stewing over how long I was sitting waiting, thinking about all of the other things I could be doing in that time.

On the other hand, when visiting a financial planning office a few weeks ago, the receptionist was chatting to me while I was waiting to be shown into the meeting. I have no recollection of how long I was sitting there as I was involved in conversation and oblivious to the clock ticking.

These different experiences cause me to ponder what it takes for a business to provide a memorable customer service.

The actions of the staff (or lack of actions in the case of the solicitor) left an impression on me that I will take away with me. How do you want your clients (or prospective ones) to remember you?