This morning, I was driving to the office when I hit some construction. There was a box truck trying to make a left turn in front of me, so I stopped. I had my hands on the steering wheel, and I pointed to indicate that I wasn’t going to go and it was safe for him to make his turn into traffic. As he was turning he gave me the customary wave and smile. I didn’t need to hear any words, and I didn’t need anything other than the expression on his face and his body language to indicate that he was thanking me. I’m sure you can picture a time when you’ve done something nice for someone, probably in traffic, and they gave you that wave or smile that gave you a visceral feeling about the exchange.

In our businesses, we are constantly telegraphing information to our prospective clients. We’re telegraphing who we are to the people who interact with our businesses.

This exchange in traffic made me think about the ways in which my own business is doing the same thing to the people interacting with me.

What Does Your Website Say About You?

There are a few aspects in our businesses that we simply check off in order to provide a better experience for the people that interact with us. The better the experience you provide for potential customers or even existing clients, the more revenue you’ll to make.

Do you have a phone number on your website? Do you have the names and faces of the people that are doing the work? I can’t tell you how many web designer and digital marketing websites I see in our community that are void of that information. If someone’s goes to your website and tries to talk to you, how do they get in touch?

When you don’t have a phone number – or you only have a contact form for communication – it really sends a red flag in a prospect’s mind. It makes that prospect wonder, “Is this a real business? What if I have a concern or an issue in the future, is this how I’m going to get in touch with them?” The perception when you don’t have a phone number or you’re hiding your face is that you have something to hide. The prospect might also feel that the potential experience they have working with you won’t be a good one.

When somebody calls you, does anybody pick up the phone, or do you pick up the phone? It’s okay if you can’t answer 100% of the calls that come in. However, if your preference is email or text, and you’re getting a phone call, you should be answering the phone call. You need to be able to handle that. You may only have that one chance to capture that opportunity. Not picking up the phone telegraphs a negative experience.

Do you have reviews, and if so, are they good ones? If you don’t have reviews right now, get the people that you’ve done work with to leave you those reviews. That’s an easy way to telegraph!

How to Impress Potential Clients in Person

Let’s talk about the in-person meeting. How do you dress? How do you look? Are you clean? Are you professional? When you’re with that person, are you making eye contact, or are you darting around? Those little subtle cues are ways that you’re building trust. When you have those appointments, are you showing up on time? Are you respectful of their time while you’re there?

Showing up late is another telegraph that you’re not to be trusted. Showing up on time and also managing your time with them are telegraphs as well. If you said you’re going to meet with them for a half hour, meet for a half hour. Respect their time, and don’t go over.

Do you have a business card? I know a lot of us in this digital world just don’t carry business cards anymore. However, there is still a large segment of people that consider it a custom, a tradition even. In some cultures, that’s a very big part of doing business together: the exchange of business cards. If you don’t have one, consider why not? Just having a few would be something that’s going to help you set that edge!

Making a Positive Lasting Impression

Above all, do you keep the commitments that you make? If you say you’re going to deliver a proposal at a certain time, do you keep that time? If you’re consistently missing things, you’re telegraphing to those clients reasons not to trust you. The likelihood of you continuing work with those clients is very low.

There are definitely times where despite one or two of these things being an issue, you might still get the job. I can tell you that as you systematically improve each of those to-dos on the list, you will not only get more jobs. You’ll also be able to charge more for the jobs that you are getting. The more someone trusts you, the more money they’re willing to separate from their wallet and into yours.

P.S. If you are looking for a way to jump start your agency, you can check out our Digital Agency Momentum Kit (DAMK). The momentum kit gives you the boost in confidence you need to step up, lead, and believe in what you do. This kit will help you grow your business and increase sales and, it’ll help you inspire others to do the same.

Mike Schmidt
Founder
AgencyCoach