Are you approachable? Do you respond to all non-spam email within a day? Do you return calls within a couple of hours? Do you say “thank you” when someone cites you or writes something complimentary about you. Do you take the time to chat briefly with participants after a session or speech? Do you volunteer for charity and/or perform pro bono work?
Or do you use only forms for people to use to contact you, never answer your own phone, and work through the dreaded and usually ill-informed “virtual assistants”?
The point of being a solo practitioner or boutique firm owner is that you’re not some cog in a corporate machine pursing business while ignoring people.