I'm sitting there doing what I do just minding my business and some stranger walks in, introduces himself using his first name only and asks me what it is that I do here. Now this guy had a southern accent and I could clearly tell he was not from the Jacksonville, Fl area as he was dressed nice, had on a real watch and some shoes that did not come from the local Wal-Mart. I figured he was just a guy looking to lease an office in my building so I gave him the nickle elevator speech and figured I could blow him off and get him out of my space so I could continue to work. He proceeded to ask a few more direct questions and I went into some detail, tossed in some tech jargon and showed him some reports I generate as well as some of the online businesses I own... again figuring that was going to satisfy him enough to let me get back to serving my clients. It turns out he was a client that I never met face to face (he lives 5 hours away by car) and a decent one at that as we serve his 42 location business doing SEO, ORM, Public Relations, etc as well as handle his website design but have never spoken to him on the phone nor have I ever seen his face. I got the business though one of the location managers and have been interfacing with the location manager on a regular basis. So, after losing the "let me alone so I can do my work" attitude, I then share with him what we are doing, pull up his folder, show him ranking graphs, the social media efforts, traffic to his sites due to the SEO, some ORM we are doing, local citation stuff... the usual and share what I see where his business is going and what I think makes sense based on my interaction with his people. He's less tech savvy than I am, which is saying a lot, but he gets it completely and seems to be pleased with where his dollars are going and we kick some things back and forth for a bit. Then he says, "Listen, are you available for a meeting in about an hour and a half with my people over in the XYZ location? I want you to share with them what you are doing and give them some direction as to how they can be involved in the online process." A little surprising and it was a bit out of the blue but he is a client and a very good one at that so of course I was. Here's the deal, I had all his progress managed in proper fashion in a folder so I was able to give him a decent presentation with no notice and also was able to put together a presentation for his managers and his sales people in just a few minutes because it was all in one place and labeled properly. Keeping good records is real important and staying organized is even more important and I am fortunate that those things were drilled into me back in the day so I was able to not look too much like a knucklehead. This guy is no slouch... the businesses he owns all have more than 1 million dollars invested just to open the door just in equipment and build out and not a guy that you could just toss some BS at and walk away looking good. Proper record keeping not only saved my backside but also made me look good (Thank you, those that work for and with me!!) to a man that spends a lot of money every month with me. OK, so that sounds good but that is nothing compared to what I got from him at the meeting that "disrupted" my work schedule. Aside from my little dog and pony show, he spent the time talking about sales; how to increase sales as well as keep the current clients he had in his fold and somethings that his people could do. Much of it was industry specific so I won't share/bore you with those details but he touched on a few solid points: Engage the client in conversation and LISTEN to them. Build a relationship with the client. See if you can massage what you offer to fit them specifically. Don't bum rush them if they are not buying/upgrading now. Be sure to follow up with them via email/text/phone call. Call them by name. Represent yourself as a professional. Remember they are the reason you get paid on Fridays and show them that respect. Teamwork wins almost every time. In all honesty, I did not want to go to a meeting, I am not a corporate guy anymore, I am not one to sit in a room with a bunch of people listening to someone drone on but I sure am glad I did. Yeah, I knew those talking points and I generally try to practice them but having the opportunity to sit and listen to a man who knows his stuff, is VERY successful and who practices it regularly share it was a real blessing. You can learn something from almost anyone if you choose to have an open mind and listen and today was a day that I got a whole lot more than just a check.