My customers come from all over the state of GA and surrounding states. It's not always convenient for the insured to drive to my office, so 99% of my transactions are done completely over the phone. I don't have the luxury of seeing someone's arms crossed or if they are staring off into space. I can, however, hear their tone of voice loud and clear. My most profitable client was calm but inquisitive. He had a slight aloofness as we started to discuss his situation but softened as I asked more questions. He was prepared with questions and open to suggestions. His focus was to find the coverages he needed for a new home he was purchasing. This client could be recognized because he has rushed out of the office every day, for the past 3 weeks, to go home and pack boxes. He is not closing for another three weeks but has already invited you over for drinks because he can't wait to show off his new basement.

Body language in my business usually looks like a pensive look! People generally are confused on what they need to decorate their space and have their hands on their chin or in their pockets. They are not quite sure what they want even though they may have an idea. That's why it's important that I provide them with examples and guidance. Art is so fluid and boundless. Without clarity it can be overwhelming to make a decision. When rick is pacing around outside his restaurant with his hands on top of his head, send him my way so that I can give him some direction on an eye catching design that will still look classy!

When Julie emailed me to ask about our services and to get a quote, I could tell from her words that she was a matter-of-fact, no nonsense, get-to-the-point type of person. There was no small talk, and so when I responded promptly, I used the same language. I didn't want to give the impression of wasting her time. I am sure that, over time, I'll get to know her personally, but for the first contact, I followed her lead. When Mark, a current client, emailed later that day, it was a different situation. He asked how I was doing, and even asked about my family. And so, of course, I responded in kind, with similar tone and questions, before getting to the point of his email, which was to place a reorder of a previous job. Your client Harry is ready to talk to me when he has a furrowed brow because he just realized how many print cartridges it was going to take to print his flyers.

In my industry (service industry; carpet & air duct cleaning) we learn to avoid trying to close a sale while the client's arms are crossed. On the positive side of body language however, my ideal client was engaged (eye contact), open to my suggestions while I was speaking (arms un-crossed, either smiling or neutral but never frowning), and thoughtful (breaking eye contact only when considering my proposal, hand on chin and nodding). While these indicators may not always be overt or even occur while I am speaking with someone (which means I may need to put in more effort), they do help me know when to stop talking and just ask for the sale. Body language is a huge part of human communication which is why I always find it easier to make connections with clients and gate-openers when in-person.