Have you ever thought about how much rudeness may be affecting
your bottom line? What is the cost to your company when you
or the people who represent you lack proper manners? Do you
know how many clients are turned off by employees who would
rather carry on a conversation with each other than with the
person who came to purchase your service or product? Can you
count the number of people who hang up and call someone else because
the person who answered your phone put them on hold without
asking permission? How does the client rate your professionalism
when the employee who welcomes him to your office looks as
if she is dressed for a day at the beach? Do your employees
understand that it is more offensive then friendly to call
the client by first name unless asked to do so? Are your employees
treating each other with courtesy and respect? Do they honor
the invisible walls of each other's cubicles? Do they work
as a team and help each other or do they act like cast members
on Survivor?
In today's fast-paced business world where too many people
claim that they don't have time to be nice, it's easy to overlook
the details that can help you grow your business, increase
your profits and build long lasting client relationships.
Try taking this quick true/false quiz to test your own business
etiquette expertise. Then run it by your employees.
Business etiquette is based on rank and hierarchy. True/False
If the information on your business card is incorrect,
draw a line through it and write the correct information
on the card. True/False
Business casual means dressing down one notch from business
professional. True/False
In today's relaxed business environment, it is not necessary
to ask your clients' permission before using their first
names. True/False
Callers do not mind holding for information as much as
holding for a person. True/False
You don't have to smile or make eye contact with your
customers unless you feel like it. True/False
Handwritten notes are out of place in the business world.
True/False
A man should wait for a woman to put out her hand in
business before offering his. True/False
When composing an e-mail message, complete the "To"
line last. True/False
Small talk around the office is a waste of time. True/False
People can hear you eating, drinking and chewing over
the phone. True/False
If you receive a call on your cell phone when you are
with a client, look to see who is calling, but don't answer
it. True/False
Answers:
True. In business, you always defer to the senior or
highest ranking person, regardless of age or gender.
False. Handing out business cards with information that
is outdated or crossed off is unprofessional. Have new cards
printed immediately.
True. Business casual is not an excuse to wear your favorite
old clothes to the office. It is still business, and everyone
needs to look professional.
False. Don't assume because our work world has become
more informal that you can call clients by their first name.
Use their titles and last names until they ask you to do
otherwise.
True. Clients will wait contentedly while you search
for information, working on their behalf. However, if they
have to wait more than thirty seconds for you to come to
the phone, they begin to wonder how much you value them
or want their business.
False. This is only true if you are planning a going-out-of-business
sale. Every client deserves a genuine smile and eye contact.
False. Handwritten notes have become almost as extinct
as the typewriter. You will stand out from your competition
every time you send off a short note written in your own
hand.
False. Every woman should be prepared to shake hands
as soon as she meets someone in business. For either a man
or woman to hesitate could indicate a lack of confidence.
True. You can send e-mail without inserting an attachment,
without checking for grammar and punctuation and without
a subject line; but you cannot send e-mail without an address.
If you wait until you have carefully proofed your message
and added all attachments before you complete the "To
" line, you will never be embarrassed or have to apologize
for your mistakes.
False. Small talk carried on at the right time, in the
right place and on the right subject is a great way to build
relationships among co-workers.
True. Mouth noises are even louder over the phone. Just
because your clients can't see you eating those potato chips
doesn't mean they can't hear you munching on the other end
of the line.
False. It is just as rude to pull out your phone to see
who called as it is to have it on and take a call in front
of a client. Turn your phone off and check your messages
later in private.
If you had trouble with any of these questions, your employees
will, too. If you want your employees to be at ease in business
situations, to represent you well and help build your business,
give them the information they need. If you haven't done basic
business etiquette skills training lately, do it now. Don't
let rude behavior cost you business.
Make sure that your employees know how to handle clients
over the phone, that they understand the importance of being
attentive and alert to clients' needs, that the value other
people's time and that they can deal with difficult people
and situations with grace.
No one is born with good manners. People have to be taught,
and from time to time, they need to be reminded of what they
already know.
Lydia Ramsey is a business etiquette expert, professional
speaker, corporate trainer and author of Manners that Sell
- Aaaing the Polish that Builds Profits. She has been quoted
or featured in The New York Times, Entrepreneur, Inc., Real
Simple and Woman's Day. For information about her programs,
products and services, e-mail her at [email protected]
or visit http://www.mannersthatsell.com
