Having a personality in business is a challenge that every company has to face. People aren't only interested in products or services; they are interested in confirmation and assurance. Confirmation that they made the right choice in choosing your business, and assurance that they are in good hands.
One struggle with business is that it can often feel too much like well... business. I have noticed that people would often rather have a good time in both work and social settings.
As a social media marketing manager, I had the opportunity to interact with customers on a daily basis. I never saw a single customer face-to-face, so one could assume that I didn't have much a relationship with the customers. But, I had both unique and great interactions with practically everyone I talked to.
So how did I have positive interactions? The answer is twofold: personality and smiles.
There was a study done by the University of Portsmouth, where they found that we can hear a smile in someone's voice without seeing his or her face. They did this by giving them the same phrase to answer every question and gauged how they responded. The phrase: "I do in the summer." I keep this phrase in mind, not just because the summer is a great time of year, but because the phrase reminds me to smile and engage.
Customers and clients will notice that you’re happy on the other end of the phone, they will hear your smile. Always start off personal with your clients; never go straight to business. Show your personality, make a joke. If anyone questions your smiling philosophy just say, "I believe in science." ...at least I do in the summer.