Rule 1 - Be customer friendly
Face-to-Face Communication

Most often, when we are in face-to-face communication, we think of the importance of the spoken word – how articulate we are.

Is this important to the customer? Certainly it is, but amazingly, our body language accounts for most of the interpretation of our message by the customer (55%). Our tone of voice is also even more important than what we say (38%). So, even though what we say (7%) is what we mean, if we don’t show it in our body and tone of voice, it won’t be believed by the customer.