Body Language and Behavior

As an owner-operator you are not only the CEO of your company, but the face of your business.  How you come across to your dispatcher, your customers, and carriers is critical to your success.  You are constantly meeting new people, making first impressions, and creating a level of trust.

Whether you’re brushing up for a new business endeavor, or you’re new to the game – these tips will help you put your best foot forward!

1. Focus on your stance. Standing tall with your shoulders pulled back will actually raise your levels of testosterone (increasing confidence), and lower your levels of cortisol (the stress hormone).  Standing with your arms folded can signal that you are closed off and disinterested.  Slouching or hunching your shoulders make you look defensive and lacking in confidence.  So remember when you aren’t sitting in your truck, stand tall!
2. Don’t fidget.  Fidgeting, from playing with your hair or bouncing your knee, can come off as though you have low confidence. I tend to pick at my fingernails or bite them when I get nervous.  I now get into the habit of consciously folding my hands in my lap to still them, so that I’m not tempted to fidget. 
3. Be honest – with your words and behavior. Tell-tale body language signs of someone who is lying: hand touching, face touching, crossed arms, and leaning away.  These behaviors do not instill trust, and should be avoided when meeting with a potential customer.  
4. Bring it down a notch.  If you tend to be enthusiastic or excite easily, you probably already make a good first impression.  However, your excitement could overwhelm a customer.  Instead, take a deep breath and focus on bringing your gestures and excitement down a notch.  Keep the enthusiasm in your voice, but stay calm and contained.  This will make you look more powerful and in control.
5. Make eye contact.  Feeling overwhelmed can cause you to drop your eyes to the ground.  This can convey signs of weakness and lack of respect – two things you certainly do not want to emanate.  If you’re unsure of something and need to buy some time, smile, nod, and take a breath while you think about it.  Even if you shift your glance away for a moment, just remember to shift it back before you start speaking again. This will show thoughtfulness and insight, rather than nervousness.

More tomorrow...