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THE FIRST RULE OF ANY BUSINESS

Common Courtesy

 

Who are your potential business customers? The answer is EVERYONE! So, the FIRST RULE IS COMMON COURTESY to everyone – like it or not if you want to grow your business.

 

If someone calls, emails, sends a letter, travels on an airplane, comes by ferry boat, and attends a business meeting or party, common courtesy is for you to pay attention! Here’s a chance for you to communicate and the time to tell your story about your business, product, or service.

 

Let’s look at this another way—whether someone contacts you directly or indirectly, you have a chance to make a strong first impression. Unfortunately, some people in business just don’t understand the meaning of common courtesy.

One common courtesy is using the words “please” and “thank you.” I can’t tell you how many times I have been to a restaurant or even a coffee shop and the cashier did not say a single word to me the entire time. In today’s world, if you use common courtesy when dealing with prospective clients, you’ll more than likely give yourself an edge over the many other businesses who fail to do so.  It’s amazing and some what sad; they don’t tell you how much your order is and you might as well forget about “please” and “thank you.” When I get my change back, I’ll usually throw in a sarcastic

 Thank each Guest / Client for Their Time and Interest in your Business – Products – Services.

I realize this seemingly obvious concept is somewhat hard to believe, but it’s true. In many ways, we now see so little common courtesy in our respect-starved culture that when we do see it, we’re almost stunned by it and most certainly remember it. So as you deal with prospective guest / clients, do the right thing -- and make yourself stand out from the crowd -- by demonstrating your class.

Be Respectful to Everyone You Meet

The administrative assistant you see when you first show up for an interview is just as important and deserving of your respect as the CEO and everyone else in between. So be polite. Make small talk with the assistant and be genuine about it. If he asks you if you want a cup of coffee, say, “Yes, please.” If he offers to take your coat, say, “That would be great. Thank you.” Impress the assistant with your uncommon graciousness, and your stock will rise in the company’s eyes.

Occasionally your staff, such as a cashier, waiter/waitress, rental agency, or real estate agency (when they DON”T sell you something), can be under stress and feel rushed, however that isn’t to say you should never ignore your manners as a business owner.

Near where I live, is sandwich shop. One guy who works there is sadly lacking in “people skills.” His idea of customer service is a half-hearted “Yeah” with an undertone of “I don’t give a  -----.”

This guy just stares at you until you tell him what you would like on your sandwich. Shouldn’t he be the one asking me? Maybe he hates his job or maybe he was raised without manners I don’t know.

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Do What You Say You’ll Do

If you’re in business and you say, “I can send you information, samples, CD’s of our product – resort, work, Etc, after I get back to my office today. “Follow through on your promise”. If you state in your advisements, information booklet or a cover letter, “I will contact you in one week,” contact the person in one week -- not two days, two weeks or, much worse, not at all. If a prospective guest / client sees you following through before you even have the booking, sale or work, then the prospective client/guest can reasonably conclude you’ll follow through on what you have said.

Respect People’s Time

In today’s work world, time has become a cherished commodity. Most everyone has too much to do and too little time. So if you’ve scheduled for a meeting, picking someone up at the airport, etc, be on time. Arrive exactly five minutes ahead of time. Meanwhile, if you call a prospective client/guest ask, “Do you have a moment to talk right now?” or if they are calling about a problem ask “Your have a reason for feeling (or saying – doing, etc) that way, may I ask what it is?” - Before launching into what you want to say. Give the person a chance to reschedule the conversation if he’s in the middle of something more important. He’ll appreciate that you honor his time.

Be Flexible

Most things in life don’t go exactly according to plan, especially in the real world. The prospective client/guest who shows up hours late of a booking time or delivery date, do your best and explain, everything. If the resort/ hotel and you booked full, find another place for the guest and have a staff member drive them to the new location. Believe me they won’t forget. So, demonstrate that you’re willing to cut people some slack. If the plan changes at the last minute, roll with it. A prospective client - guest knows that the people who succeed in business are the ones who are flexible and can deal with the daily curve balls life tends to throw.

There can be no forgetting that civility and good manners are still the important lubricants that make for good business relationships and social intercourse.

My life today is made up of a diet of countless business meetings interspersed with life-sapping business travel. In the course of that experience, I’m noticing certain repetitive patterns of behavior that are beginning to grate on the nerves, all committed by boors and buffoons who should know better. It’s time to call these philistines to task. It’s time to reprise the rules of civilized business behavior.

Using Speakerphones

Don’t use a speakerphone if you’re the only person in the room. Speakerphones were meant for group interaction. At a minimum, it’s discourteous to work at your desk while I’m trying to have a conversation with you. It’s also arrogant in the extreme and an implied power play to boot.

Cell Phones and Meetings

As a professional speaker who gives more than 100 speeches a year, I have yet to address a group where a cell phone has not gone off at least once; in many instances, multiple times; in spite of a pre-meeting plea to turn the phones off. This singular piece of behavior typifies the crass businessperson at his/her worst…selfish, uncaring and obsessed with a sense of self-importance. Leaving one’s cell phone on in a meeting is akin to picking one’s nose in public or other equally offensive behavior.

Shorter Phone Menus

It’s getting out of control, the constant number dialing and lengthened response menus that one encounters when calling corporate America. Getting through the menu maze requires an engineering degree, a compass and the patience of Job. Don’t companies realize how angry we, the callers, are becoming at this cavalier treatment? I understand the need for cost savings, but it’s time to shorten those menus before the customer revolts. I yearn for the days when companies instituted customer service improvement practices because they actually wanted to improve customer service rather than save a buck by firing another lowly paid receptionist or call agent.

No Bellowing Please

You see them at the airports, the self-important sales types who insist upon sharing their latest business moves (normally involving the execution of their middle-management power) with everyone within a mile radius. You don’t have to shout to be heard! We know you’re important. Truthfully, we’d be more impressed if you’d keep it down to a dull roar.

Presentation Do’s and Don’ts

On the subject of meetings, I can’t understand why it’s so hard to introduce a speaker. It’s a simple manner of following the script. For heaven’s sake, learn how to pronounce the speaker’s name, list the key biographical details, keep it short and say it as if it were an act of love and not a chore to be begrudged. And, as for the speakers, now that you’ve become addicted to PowerPoint presentations, learn how to design and use them for maximum impact and effect. The PowerPoint presentation is fast becoming an alternative to Sominex.

On Time Starts

Punctuality is still important. Unless you own the company or rule the world, be on time like everyone else. It’s nothing more than common courtesy. There are those who flaunt their authority by always showing up late. It’s their way of telling us how busy they are, how vital they are to the cogs of commerce, how pressured must their lives be. Given their importance to mankind, it’s only reasonable to expect that everyone else should await their every move.

No More Spam

My e-mail count has gone up by 30% in the last three months, much of it unsolicited sales spiels. This is not acceptable. My e-mail address is for legitimate correspondence. I encourage you to contact me with a personal communication, even if it’s only to say Hi. But don’t put me on an impersonal mass mailing list. You don’t have my permission to do so. If you want it, ask for it… in advance.

More Quiet Zones

Hartsfield Airport, in my hometown, Atlanta, is the worst with blaring CNN monitors, bleating golf carts, PA announcements bellowed in full voice all contributing to a decibel level guaranteed to induce deafness. Doesn’t anyone appreciate silence anymore? A quiet moment to contemplate, read and just stop for awhile? It’s going to be one of the next consumer battlegrounds and the smart marketer will realize that not every environment has to be filled with nauseous Musak or strident ambient noise.

You Gotta Love the People

The real eye opener was the charm of the Caribbean, Central and South American people. In spite of many years of suppression and failed policy, Caribbean, Central and South American people have not lost the ability to joke, to laugh, to sing and smile and make the best of an otherwise dispiriting situation. They still carry that twinkle in the eye.

Do you know if your staff uses Common Courtesy to your prospective client/guest? If not we should talk before it cost you more business.

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