With the introduction and the increased popularity of social media, it is not uncommon for a potential customer to have multiple engagements with a brand or company before ever doing business with them. How you act and appear online has a huge influence on the buying decisions of potential customers.
A companies website is probably the most important tool in order to convince and convert potential customers before ever meeting or talking with them. If your website lacks the fundamentals of a good site such as great design and easy navigation and usability then chances are you are losing out on potential customers. When someone lands on your website and they cant find something as simple as your hours of operation, chances are they wont pop in for a visit.
To answer the question, yes, potential customers are definitely making buying decisions before they ever get in contact with a person or representative from that business. One of the easiest ways to avoid this is to follow the advice of the a sharp Halifax web design company and make sure you are constantly testing and optimizing your website. People are going to leave your website, its too be expected, but you should be constantly trying to improve the number of people that stay and engage instead of leaving quickly.