Manners That Sell

Business Etiquette - A Checklist for Success

Is it really important to learn the rules of etiquette and protocol in today's high-speed, high-tech world of business? Do you really need to spend time thinking about how to make a proper introduction, when to present your business card and which fork to use? The answer is an unqualified “yes.” If you care about increasing your confidence, projecting a professional image, developing lasting relationships with your colleagues and clients and becoming a polished professional, etiquette skills are the powerful tools to help you avoid embarrassments and distractions and focus on your personal and professional goals, not to mention the bottom line.

To be successful and effective in your career, it is not enough to be an expert in your field or offer superior products and services. If you want to outclass and outlast your competition—and there is plenty of it—you need to have interpersonal skills. You need to know how to:

1. Greet others with grace.
2. Make business introductions with poise.
3. Dine with dignity, as either the host or guest.
4. Mix and mingle with ease at networking events.
5. Start and stop a conversation with confidence.
6. Write email that positions you as a professional.
7. Practice effective meeting behavior both in person and by phone.
8. Dress for success, always with the client in mind.
9. Contribute personally to a more productive and harmonious work environment.
10. Understand the nuances as well as the universal truths about international etiquette.

The rules of etiquette are a common language that all successful professionals must learn to speak. These skills will give you an edge that can make the difference between you and another person who is just as smart and equally as well-trained and educated. The difference is that knowing the rules of business etiquette will put you at ease and make your colleagues and clients more comfortable with you so that you can focus your agenda and not on yourself.

People choose to do business with people they like, but you already know that. Successful relationships begin when you exhibit courtesy, kindness and respect others. Knowing and practicing good manners in the workplace adds the polish that builds profits. Taking the time to learn the rules of business etiquette and protocol is a worthwhile investment.

If you or your organization want to learn more about the services, products and resources that I can offer, please visit Manners That Sell, browse for a while and contact me. I can help you with your business etiquette checklist.

Here's to your success,

Announcing three new products!!!

I have just created three new products to help you add the polish that builds profits:

A book titled Success Tweets for Creating Positive Personal Impact, and two webinars on business dining, Hosting The Business Meal and Maneuvering The Place Setting. The webinars can be purchased separately or in a money-saving combo package.

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

The Secret to Attracting More Customers

As I travel around the country and the world, I am constantly struck by the lack of manners today. Few business people seem to place any value on common courtesy, which translates into customer service, which then translates into profits. The lack of business etiquette skills runs the gamut from polite dining, professional dressing to such simple acts as saying "Thank you" to a customer or an employee.  Very few people bother with expressing any sort of appreciation.  Every customer needs to hear those words whether they come from the top executive of the car dealership that sold you a new BMW or the cashier at the check out counter who rang up your toothpaste.

Customers should to be thanked for coming in, waiting to be helped, holding for you on the phone, making a purchase or simply showing interest in a product or service.  It is not rocket science and requires no advanced degrees. It is easy to implement when it comes from the top down.  When the CEO thanks his employees, those people are more inclined to thank the customers.  It is "viral" as we say. When the organization offers formal training in business etiquette, it makes an even greater impact.

The hospitality industry is the best at expressing appreciation to their clients. They actually spend the time and the money to train their employees in good manners. I recently presented a program at an association convention that was held at the Ritz-Carlton on Amelia Island. The effort that the Ritz puts into training its employees is obvious.  It struck me that the courteousness of the staff carried over to the guests who interacted with total strangers in the same gracious way. 

Something else that I have noticed in the hospitality industry is the emphasis that is placed on greeting guests properly and promptly. When you are on the road as much as I am, it makes a huge difference to be called by name each time you enter a lobby, pass by the reception desk or eat in the hotel restaurant.

Then they go a step further. They teach employees the correct answer to a "Thank you."  In 99% of the hotels where I have stayed while taking my "Manners That Sell" presentations on the road, when I thank an employee, their answer is either "You are welcome" or "It is my pleasure."  The rest of the world seems to think that the response to a "Thank you" is "No problem."  Who suggested that there was a problem?

You can be like every other company and disregard the simple "thank you" or you and your employees can make it a requirement.  You'll be surprised at how those few words "thank you" and "you are welcome" will set you apart from your competitors and how adding a bit of polish will build profits. Be different from everyone else--be polite.

Thank you,

Breaking news!  The softcover copy of Lydia Ramsey's Little Book of Table Manners is back in stock.  Order quickly while they are still on the shelves.

Coming soon!  My newest book, Success Tweets for Creating Positive Personal Impact, co-authored with Bud Bilanich, is coming out in less than two weeks. Stay tuned for an update.

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

 

Your LinkedIn Network - How to Invite People to Join You

Is it me? Am I the only one who finds the standard invitation to join someone's LinkedIn network somewhat abrupt and cold?  LinkedIn has made it quick and simple to send invitations to anyone and everyone.  You just go to your profile, search, find a name and click "Connect."  Off goes a message that reads, "I'd like to add you to my professional network on LinkedIn."  How impersonal is that? Of course you have the option to add a personal message, but very few people do.

While I do have friends who invite me to join them on their network, I frequently receive invitations from people whom I don't know and have never heard of.  Upon checking their profile, I can usually discover that these people have a product or service that they would like to promote.  Other times it is impossible to figure out the connection and the reason for the invitation. 

It occurs to me that if you want to invite someone to join you, you need to word your invitation carefully and courteously. Here are my thoughts on how to send an invitation and respond to one.

• Always, always, always, personalize your message. 
• If you don't have a history with these people, explain why you want them to join you.
• Perhaps you should remind them of how you met.
• Reference an article or post they have written.
• Comment on something about their profile.
• Mention the mutual benefit of being connected.
• In short, take the time to explain your invitation.

Now, how do you respond to invitations from seemingly total strangers?

• Be forth coming and acknowledge the invitation.
• Ask how you are connected.
• If it doesn't seem to be a good fit, send a courteous message when you decline the invitation. Leave a good impression. 

Finally, when someone agrees to join you on LinkedIn, be sure to send a thank you reply.

It is not about how many connections you have. It is about how many meaningful connections you have. It is not a numbers game. It is what you do with the numbers that count.

Happy connecting,

P.S. If you would like to help your employees get the most out of their business networking, invite me to present "Networking Magic".

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

Do Your Homework Before You Network

As I write this newsletter, I am making preparations to speak about networking to the Georgia Society of Certified Public Accountants at Amelia Island, Florida. Now there is a group whose expertise I need. The writer in me has suppressed the numbers side of me. I am extremely grateful for accountants and people with a love for math. While they do what they enjoy, I am free to put pen to paper or fingers to keyboard. My message to this group is one I would like to share with you as one of my loyal subscribers.

Networking is a very broad topic, I am choosing to focus on one piece of it for the purpose of this newsletter.  The attention is on planned business/social events and how to prepare for them. It is not the usual "how to work the event" topic. This is about preparing for the event in advance. Consider these questions before you head out the door:

1. What is the event?  Read the invitation carefully. Check to see if it is a cocktail reception with heavy hors d'oeuvres, breakfast, lunch or dinner. No matter what refreshments or meals are provided, eat something before you go so you can focus on the business connections and not the food and drink.

2. Why is it being held? What is the reason for having this event? Is it purely for bringing a business group or groups together? Is it a fund-raiser? Is it to share information about the host organization or a thank you to their clients?  Is it to lure new clients?

3.  Who will be there?  If you have any questions about the other people who have been invited, ask. Call the person or organization who sent the invitation. Most likely, they will be happy that you care and more than willing to share that information, if not by name, by organization.

 4. What will I talk about? Never, ever go to an event without some conversation starters in your head.  Read the paper, listen to the news, research the host organization so you are ready to talk to anyone you meet. Have three topics you can discuss if there is a lull in the conversation.

5. What should I wear?  This is not simply a woman's issue.  Check to see what the recommended attire is.  If the terminology is not clear, put that question on your list for the event planner or sponsor. "Business attire" and "business casual" mean different things to different people.

Proper planning can serve you well and help to avoid embarrassing moments.  Remember that advance preparation adds the polish that builds profits!

Happy networking,

P.S. If you would like to help your employees get the most out of their business networking hire me to present "Networking Magic".

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

Smiling is Good Manners and Good for Business

Did you know that May is National Smile Month? Depending on where you live in the world, you may not. It actually began in the United Kingdom and is now one of the biggest not-for-profit events in Europe. It is managed by the British Dental Health Foundation in an effort to promote good oral health. I applaud the cause, but I see National Smile Month as having implications for the business world beyond dentistry.

Think about what a smile can mean for your business. What if every customer who walked through your door was greeted with a smile?  What if every customer who called your business could hear you smiling over the phone?  When the transaction was over, how would your customers feel if you smiled and thanked them for their business?

Do you think it would impact your bottom line?  The answer is obvious. A smile is one of the easiest ways to build your business. Not only do your customers feel good, you and your employees get the same positive benefit. 

Some days you may not feel like smiling.  Perhaps it is late in the afternoon and you haven't had a chance to eat your lunch. Just as you head to an out-of-the-way spot to grab your sandwich, someone walks in the door. You really have to work to smile.  Perhaps the last person you spoke to on the phone just chewed you out. When the phone rings again, if you haven't recovered from that unpleasant experience, a grin is hard to come by.  Every customer deserves a pleasant greeting no matter how you feel. 

In addition to exceptional services and products, people want three things from those with whom they do business. None of the three will cost you a cent.  People want and need:

• Eye contact
• A smile
• To hear their name

If you and your employees didn't practice smiling during the month of May, it is not too late.  Do it every day from now on, make it a priority and reap the benefits.

Happy smiles to all,

P.S. If you want to see a smile from that soon-to-be college or high school graduate, give them a copy of Manners That Sell - Adding the Polish that Builds Profits.

P.P.S If you want a smile from your colleagues, associates or staff, offer them a live session on business etiquette with me at your next meeting or conference. 

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

Are Good Manners Taboo in Today's Business World?

Have you noticed a theme about manners and etiquette lately?  There seems to be a question about the importance of polite behavior.  More and more people are asking: 

1. Are good manners a thing of the past?
2. Is it important to be nice?
3. How do you spell "respect"?
4. What difference does it make if you know which fork to use?
5. What is all the fuss about a firm handshake?
6. If I am good at my job, what does it matter how I dress for work?

The list goes on, and I am sure that you could suggest a few questions of your own.  If you have any that you'd like to add or ask, please email me so I can publish and answer them in my upcoming blog posts.

As one of my loyal subscribers, you already know where I stand on this issue. Good manners and an in-depth knowledge of business etiquette are key to personal and professional success. Some people seem to forge ahead without any polish, but the most successful ones understand how important it is to treat clients, colleagues and total strangers with courtesy and respect. Those people are the ones who ultimately prevail.

Not only does adding polish build profits, it's good for your health. When you engage in acts of kindness, you actually feel better because your brain releases those wonderful endorphins that increase your well-being.

It doesn't take more time out of your day to be polite. Knowing the rules of etiquette can guide you through awkward situations, impress others, make people feel comfotable and increase your bottom line. 

The rules of etiquette are always changing and evolving, but the basics still hold true. Be kind, courteous and respectful, and you will reap the benefits.

Take time to be kind,

 

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. To learn more about Lydia, her services and products, go to her website, Manners That Sell.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

Top Ten Tips on Business Card Etiquette

Business cards are the staple of business success.  Nevertheless, I am constantly amazed by how few professionals pay attention to the etiquette of exchanging cards.  These are the very same people who seek information about the rules of networking, making positive first impressions and dressing for success.  You can work the crowd with ease, offer an impressive handshake and dress with finesse, but if you don't know the fine points of giving and receiving business cards, all the rest can be a waste of time and effort.

Here are ten basic rules to follow for the profitable and productive exchange of business cards.

1. Never leave your home or office without your cards and plenty of them.  There is nothing more unprofessional than the business person who has to say, "Oh, I'm sorry. I just gave out my last card." or " I'm sorry. I didn't bring any with me."
2. Keep your cards in a business card case or in something that protects them from wear and tear.  A crumpled business card makes a poor first impression.
3. Know where your business cards are at all times.  The person who has to go through every jacket and pants pocket or every nook and cranny of a briefcase to find those business cards loses credibility immediately.
4. Hand them out with discretion. Those people who believe in doling them out in multiples of 12 send a message that their cards aren't worth much.
5. Give and receive cards with your right hand--the hand of discretion.  This can make a big difference when doing business internationally.
6. Give the card so the person who is receiving it can read it without having to turn it around.
7. Always make a comment about a card when you receive it. Note the logo, the business name or some other piece of information.  This places value on the card.
8. Keep your business cards up to date.  When any of your contact information changes; run, don't walk, to your nearest printer for new cards. It is substandard business etiquette to hand out cards on which you have crossed off an old phone number and written in the new one.
9. Don't write notes to yourself on someone else's business card during the exchange unless they appear relevant.  For example, if someone asks me to send a copy of my book, Manners That Sell, it makes perfect sense to write "Send book" on the back of that card. However, that would not be the time to write "good lead to ABC organization" on the card. I do that later and out of sight.
10. Avoid appearing aggressive with business cards.  Wait to be asked for yours. If that isn't happening, ask the other person for a card.  Reciprocity generally follows.

Knowing the rules of business card etiquette is just one more way to add the polish that builds profits.

Here's to better business card etiquette!

P.S. To learn more about the polite exchange of business cards, purchase an autographed copy of my book Manners That Sell in April 2011 and receive a complimentary copy of the DVD, Networking Magic.

P.P.S.  If you want the information firsthand, I offer presentations on Networking Magic for organizations and businesses as well as individual coaching.

 

About Lydia Ramsey

Lydia Ramsey is a Savannah-based business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities.

If you would like to have Lydia speak at your next meeting or conference contact her online or call her at 912-598-9812.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

Oh No, Not The Office Romance Again

It's February, Valentine's Day and romance month.  At this time of the year I have traditionally focused on romance in the office with hints on how to build personal relationships on the job without jeopardizing yours or someone else's career.

Stay with me because I am taking a different approach this month.  Instead of office romance, I want to talk about office relationships--not going out with our coworkers after hours, but getting along with them during the day.

Statistics show that we spend more time with our coworkers than with our spouses, significant others, friends and family. As a rule we don't have a choice about who these people are.  Some we like; others we may not. The bottom line is that if we want to be profitable and productive, we all have to get along in the office. Here is where good manners and business etiquette come into play.

These are my suggestions for making life more pleasant and everyone more productive at the office:

1. Ask permission before you enter a coworker's cubicle. Try saying, "Is this a good time to talk?" or "Do you have a few minutes?"
2. Keep noise at a minimum in your cubicle by putting your phone on silent ringer or vibrate. Lower the volume on your land line and drop your voice as well.
3. If you need to block out other people's noise, do the same for them.  Use a headset for your workplace music and scrap the old desktop radio.
4. Schedule a private office or room for conference calls and when using speaker phones.
5. If you have a break between projects and your coworker is swamped, ask if you can  help. What goes around, comes around.
6. When you go for coffee, offer to bring back a cup for your colleague.
7. When you hear gossip in the office, keep it to yourself.
8. If you have issues with a coworker, go to that person first.  Keep your problem from becoming the hottest new topic around the water cooler.
9. Keep kindness, courtesy and respect for others uppermost in your mind.
10. Always remember that manners matter in the office and that adding polish builds profits.

Here's to better relations with your coworkers and colleagues!

P.S. For more information about office relationships and business etiquette in general, purchase an autographed version of Manners That Sell and receive a $5.00 discount through March 31, 2011.  Simply visit the link above, add the book to your shopping cart and use the coupon code MARCHBOOK to receive your discount!

 

About Lydia Ramsey

Lydia Ramsey is a business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. Contact her at 912-598-9812.

Do you have a need for a business etiquette speaker? If so, learn how you can hire Lydia.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

 

Inviting Clients to Your Home for Dinner

Kraft Foods has just released a new series of ads that will be aired on television over the coming year.  The first one aired Sunday night, January 16th, during the Kraft Fight Hunger Bowl on ESPN.  The ads promote the all-American favorite, Mac & Cheese, and star the homeless man from Ohio with the "Golden Voice".

The scene is set in the home of the typical business man who has arrived for dinner with his business client in tow.  You get the feeling that the guest's arrival was unannounced and unexpected by the wife who is clearly unhappy. The son is sitting in the background offering his view on what is taking place.  The client/guest is obviously uncomfortable as he realizes that this was not a preplanned event with all parties in agreement.

So what should you do if you want to invite your client to your home for dinner?  Is it even necessary?  Under what circumstances should it be done?

Inviting a client to your home for a meal is less common today than in the past.   Business people typically entertain clients and associates at restaurants.  However, when there is a client who travels frequently, rarely has a home-cooked meal or has traveled from a foreign country, an invitation to a private home can be an unexpected treat. It is also a good way to build that important business/friendship relationship.

It should always be done under the right circumstances.  Keep in mind these few points:

1. Check with your spouse first. That means asking permission.
2. Be sure that your home environment is welcoming. That means no sick and crying babies, no out-of-control teenagers or unruly pets.
3. If you have pets, make sure your guest has no pet allergies or phobias.
4. Your home needs to be clean, comfortable and ready for guests.
5. Be aware of your guest's dietary preferences. Inquire about allergies or restrictions. Your client may be a vegetarian so ask first.
6. Keep an eye on the time for the sake of your business guest and your family.

Being invited to someone's home is an honor.  It is important that everyone involved sees it that way and finds it to be a memorable event for all the right reasons.

If you want to learn more about what I have to say regarding inviting business clients to your home for dinner, read where I am quoted in the Dallas Observer in an article titled “Just What Year Does Kraft Foods Think This Is?”.

 

About Lydia Ramsey

Lydia Ramsey is a business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. Contact her at 912-598-9812.

Do you have a need for a business etiquette speaker? If so, learn how you can hire Lydia.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!

 

The Art of the Thank You

As you read this newsletter, the year 2010 is coming to a close. The holiday season will end officially in just a few days.  The  decorations will be coming down and stored for another year.  The last of the cookies, candy and cakes are about to be consumed.  The office parties are over.  Hopefully, you navigated them with grace and good manners.   Your business holiday cards went out on time with your own signature and a short handwritten note on each one.

All that lies ahead now are New Year's celebrations, a weekend of football (or is it a week?) and a list of thank you notes to write. You were thinking about them, weren't you? 

Perhaps you are ahead of me and they have all been written and mailed. Just in case you have been putting off that last chore, let me offer a few tips to create easy, well-written notes that are expressive and impressive.

1. Use a quality correspondence card or fold-over note.
2. Begin with a polite greeting such as "Dear Mary."
3. Keep your note simple and to the point.
4. Refer to the item specifically. Don't say, "Thank you for the gift."
5. Say how you will use it or perhaps already have. "The brownies were delicious."
6. Express your gratitude once more before you close.
7. Use an appropriate closing like "Sincerely," Gratefully" or "Warmest regards."

The polished professional sends out handwritten thank notes even in this age of e-mail and texting. Nothing builds business relationships better than that personal touch.

All the best in 2011,

P.S. As you plan your staff trainings, association meetings or organizational conferences for the coming year, consider adding business etiquette to your agenda.  Nothing will set you apart from your competition like good manners and exceptional customer service.  Contact me to learn how we can work together to make 2011 your most profitable and productive year ever.

 

About Lydia Ramsey

Lydia Ramsey is a business etiquette expert, executive etiquette coach, professional speaker and author of Manners That Sell™, offering keynotes and seminars to corporations, associations, colleges and universities. Contact her at 912-598-9812.

Do you have a need for a business etiquette speaker? If so, learn how you can hire Lydia.

Pass It On

If you have clients or colleagues who might enjoy my business etiquette newsletter, let them know they can register here for their own copy!