It’s hard enough to say and do the right things in the first meeting with a new client.

It’s not always comfortable for you. The client is awkward, and you’re not quite certain what to say and do. It’s a stressful situation with lots of unspoken expectations.

What’s worse is that the initial client meeting can be derailed before it even starts. You can begin the meeting with your chances of having the client hire you already damaged. It’s like you’re starting in a hole and having to dig yourself out.

What puts you in the hole? What things can happen that start the relationship off wrong?

Here’s my top 10 list:

1. Phone Call Not Returned

The prospective client calls trying to set up an appointment. The call goes to voicemail and doesn’t get a response. Or it goes to your answering service and the message is forwarded to someone on vacation. Or it goes to your paralegal and gets put on the bottom of the pile. Something goes wrong, the call isn’t returned, and the client has to call back later. That’s not exactly confidence inspiring.

2. Bad Review on Yelp

The prospective client is browsing the web and comes across a review of you that’s horrible. Sure, it’s the spouse of a former client trashing you—that might even be a good thing—but your prospective client doesn’t fully process all that. The impact of bad reviews is minimized when there are lots of good reviews balancing it out. Encourage your happy clients to tell the world.

3. Uncomfortable Call

The call to your office took place, but it was awkward. Your staff person isn’t well trained on the intake process and didn’t help the caller relax and tell her story. It just didn’t feel good. The client hangs up wondering whether calling your firm was the right thing to do. Not good.

4. Confidential Info in Lobby

The client comes in for the first meeting, is greeted well, and sits down. The next thing she hears is your staff member talking about the net worth of one of your other clients while speculating on how much of it will ultimately be given to his girlfriend. What? Your potential client doesn’t understand much of what was said other than that she doesn’t want her life discussed near your lobby.

5. Bad Directions

Your team gave him directions to the office, and he did his best and still got lost. After he settled down in your lobby (30 minutes late), he looked at his notes. Did she say “east” or “west,” he wonders. He’s pretty sure he wrote it down right and that she said it wrong. It’s another blow to your credibility.

6. Location That Undermines Your Credibility

She shows up at your office on time and parks her car. Then she wonders whether it’s safe to get out. Your office is in a sketchy neighborhood, and she gets the creeps. Yes, she comes on in and things are fine, but her confidence is shaken.

7. Receptionist Didn’t Expect Her

“Hi, I’m Mary Stone, and I have a meeting with Mr. Jordan,” she says to the receptionist. “I’m sorry, I don’t have you on my list. Please have a seat and I’ll see what I can do,” he responds. That’s not good. You should be expecting her, and she should know she’s in the right place at the right time.

8. Being Left in the Lobby Too Long

Yep, you had a long call and kept him waiting. He finished the magazine and got tired of listening to your receptionist reveal confidential information. When you finally came out to get him, he wasn’t relieved—he was annoyed.

9. Being Forgotten

Others arrived and were taken back to rooms for their meetings while she waited and waited. She’d been forgotten. She finally asked the receptionist who said, “Oh my God, I’m so sorry. I forgot to tell her you’d arrived. The phone rang right after you walked in. I’m sooooo sorry.” Not good.

10. Overhearing Other Conversations Next Door

She’s waiting on you and can hear right through the paper-thin walls. Someone is crying and mumbling. The only phrase she can make out is “fuck him,” which comes through loud and clear each time it’s uttered. She’s wondering whether others will hear her once her meeting with you gets started.

It’s hard enough to handle an initial consultation correctly. Don’t make it harder by neglecting the systems that precede the meeting. Once you’ve got someone interested in meeting with you, things need to proceed smoothly while continuing to inspire confidence. Don’t let your office sabotage your success.