Etiquette is an intimidating word. It brings to mind a table set with a myriad of forks and shaky knowledge of what utensil gets used first. But in today’s casual society, we don’t need a thick book of rules to dictate proper behavior a la Emily Post. What we need is more along the lines of a new book I recently picked up titled, Would It Kill You To Stop Doing That?, which is more of a guide on how to avoid being rude than how far to extend your pinky finger when sipping tea.
Good for Business
In general, etiquette is about getting along with people and presenting yourself in a way that projects confidence that you know what you are doing. This is especially important in business. Treat people well and sales will increase along with client and employee satisfaction. Treat people poorly and the result will be lost customers, unsympathetic suppliers and a negative work environment.
So, no, you don’t have to go to finishing school to perfect your manners; but you should try to stop annoying those around you and start winning the hearts and minds of everyone you encounter through common courtesy. Here are some etiquette tips for conducting business in 2012:
The Basics
• It was true when you were a kid and will remain true throughout your career: Always say please and thank you. Always.
• It takes 15 seconds to make a good first impression, and the rest of your life to undo a bad one. Wear clothes that fit, are appropriate for the setting, clean and wrinkle free. And do something about your hair. Your age, the age of your business contacts and the acceptance of such things in your industry and market may determine how many of your tattoos you should cover and how many of your piercings you remove during work hours.
• Arrive for appointments on time. Not more than five minutes early, never late. Always on time.
• Unless you make your living as a pirate, you should not, under any circumstances, swear like a sailor during the workday.
Getting to Know You
• The first few words you speak to a business contact should include some form of gratitude. Example: “Thanks for calling Pete’s Portables, how may I help you?” or: “Thank you for scheduling this appointment.”
• Introduce the person of greatest authority or importance first. When a client is involved mention him or her first. A proper business introduction includes first and last names. If someone fails to introduce you, don’t just carry on, but politely say, “My name is Bob Smith, I don’t believe we’ve met.”
• When meeting someone for the first time, use his or her name when shaking hands.
• If a person’s name slips your mind, extend your hand and say your name when the person approaches you. Typically, the person will respond by saying his or her name. If they don’t, it’s OK to admit you can’t remember by politely explaining that your mind went blank. It happens to everyone and is less awkward to admit upon meeting than after conversing for 20 minutes.
• Respect other people’s privacy. Don’t eavesdrop, and if you can’t help but overhear a bit of someone else’s conversation, please don’t comment on it.
• Don’t have loud conversations, in person or by phone, in public spaces. It’s annoying and you never know who could overhear the details of your business transactions.
• But don’t whisper either. It’s bad manners and it puts people with poor hearing in an uncomfortable position.
• When having a business conversation stand about three feet away from the other person. Any closer and you are invading their space. Any farther and you may not be able to hear each other.
• If a business associate or client left his fly open, has lipstick on her teeth or has a bug in her hair, take that person aside and advise them of the situation discretely so as not to embarrass them.
Technology Etiquette
• Do not use obnoxious ring tones on your cell phone. This includes rap songs with offensive lyrics and that singing fish song from the McDonald’s commercial.
• Observe the hierarchy of communication. Do not answer a phone call with an email or a text, unless it is to say that you are tied up and will return the call as soon as possible.
• Return the call as soon as possible.
• If you put someone on speakerphone, tell them and specify everyone who is present and hearing the call.
• A smartphone or cellphone should not be used when you’re within arm’s length of another person. That means during meetings, lunches and other business events. You want the people you’re with to feel they have your undivided attention. Constantly checking your BlackBerry gives the impression your mind is somewhere else.
• If you are out of the office, leave a voicemail message explaining you are out, when you will return and what should be done if a situation requires immediate attention. Set up your email to send an out-of-office reply if you won’t be checking and responding to email on the road.
• Don’t send confidential information via email. There is no such thing as private email.
• Don’t send large attachments via email unless you know it’s OK with the recipient.
• Turn your cellphone off or to vibrate in a meeting. Taking any call other than an emergency call while in a meeting is rude.
What Annoys You?
Whether it’s on the phone or in person, etiquette is all about peaceful, positive, productive interaction. Bad manners are annoying, negative time wasters. If there is something someone in your business world does that you consider bad etiquette, send me an email and let me know about it. By pointing out these infractions, maybe we can make the world a bit more civilized.
