Your customer decides before you even pick up the phone

Your customer decides to trust you before you ever talk to them. By the time they call you, their decision is already made. Think about this. The last time you purchased something. You did the research, right? You went to the website, maybe some other websites. You found some competitors. You found the founder. You found division. You went to their social channels and then when you call them, you already trust them because you know everything about them. Trust is built when you are not in the room.