Manners That Sell

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.

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

 

Turn Off That Cell Phone! Business Etiquette Matters

You just can't get away from them.  Everywhere you go cell phones are ringing, vibrating and lighting up. Almost everyone has one in hand, on the meeting room table, and always at the ready. They are hurting business, reputations and relationships.  One of those businesses might be yours.

Recently I was part of a team interviewing a prospective new employee. Naturally the department head began the questioning. Once he had concluded with what he deemed to be his part in the process, he turned the interview over to the rest of us. At that point he reached for his cell phone and began to check messages. As if that wasn't egregious enough, he then proceeded to text replies.  If an elephant had walked in the room and taken a seat at that moment, it would not have been more noticeable.

Imagine how the prospective employee felt.  Obviously, neither she nor the position she was seeking were of much importance.  She was offered the job, but turned it down.  Are you surprised?

People need to feel important and the way to do that is to give them your undivided attention.

 

Creating Positive Personal Impact - Career Success Advice

Just in time for those of you who are looking for some solid career advice and ways to promote your professional life, I have partnered with Bud Bilanich, The Common Sense Coach.  We have coauthored a book called Success Tweets for Creating Positive Impact, being released this month. This is the fourth in a series published by Bud Bilanich.

For a sneak peek at a few of the tweets that you will find in Success Tweets for Creating Positive Impact, you can read Bud's blog post announcing our venture. We cover 15 topics including:

• Personal Branding
• Dressing for Success
• Business Meal Etiquette
• Building Strong Relationships
• Networking Etiquette
• Successful Social Media
• Customer Courtesy
• International Business

I'll keep you informed about the publication date so you can be among the first to get a copy, either on line or in print, of Success Tweets for Creating Positive Impact.

Meanwhile, remember that adding polish builds profits!

Lydia

 

 

 

 

National Cell Phone Courtesy Observance Month

I just came across an article titled "There is a Month for That: National Cell Phone Courtesy Observance" written by Deborah St. Thomas and published in the North Branford Patch. I am delighted that someone is calling attention to the need for courtesy while using cell phones; however I feel the same way about this as I did when we celebrated business etiquette week. Shouldn't we be courteous when using our cell phones twelve months of the year, not just in July?

Are you tired of listening to other people's most intimate personal conversations or to the details of some business person's latest deal or most current organizational crisis?  Have you had it with cell yell?  Does it make you crazy when someone behind you says, "Hello," and when you turn around to respond, you find out that you are not the one being spoken to. Do you feel that you should grab your cell phone the minute the plane lands or else the people around you will think you are a nobody?

It is my experience as a business etiquette expert that the majority of people know the rules of cell phone courtesy, they just believe that they apply to others and not themselves.

What do you think?  I'd love to know.

LinkedIn Invitations - Polite Responses

A few days ago I published my monthly newsletter on the etiquette of responding to LinkedIn invitations.  The title is Your LinkedIn Network - How to Invite People to Join You. I had no idea that I would strike a nerve with so many of my subscribers. If you missed the newsletter, you may read it here.

Frank M. of Greenville, SC, wrote: "You certainly have your fingers on the pulse of contemporary “introductions.”  You hit the nail on the head on all counts. Thank you for outlining how we should handle these requests outside of the “Delete” key !!"

Kimberly T. of Kansas commented, "The timing of this is PERFECT! I have yet another invitation from someone I do not know on LinkedIn, and I have been wondering how to respond to it. You have provided me with the guidance for a polite solution. I appreciate it!"

I would love to hear from others of you who have struggled with this issue. Most of all I would appreciate knowing how my tips helped you and what other solutions you may have for politely dealing with LinkedIn invitations from total strangers. 

You can create your response in the comment section below.

I am grateful for your participation.

Telephone Etiquette Gone Awry

The other day I called a local business where I am a frequent customer. I had a simple question. The owner answered the phone, giving the business name and her own. I replied by greeting her and identifying myself.  So far so good.  However as soon as I got the last syllable in Ramsey out of my mouth, she abruptly said, "Lydia, I will have to call you back.  I am with a customer."  "Wow," I thought, "What does she think I am?" 

I understood that she was busy, in fact I could hear the stress in her voice when she answered the phone.  Also not good.  She runs a profitable venture but it is not because of her customer service skills. A bit of business manners could have gone a long way here.  This woman only needed to say two things to make me a happy caller and satisfied customer.

1. She should have said, "Lydia, may I call you back?"
2. The next words she should have used were, "I am with another customer."

This woman lost sight of the fact that her business is not about how she feels; it's about how she makes the customer feel. As always, business etiquette is not about the rules; it's about the relationships. Her response to me did nothing to enhance our relationship.

Have you had a similar experieince?  If you have, please share it in the comment box below and let me know how it made you feel and how you responded.

Every Week Should Be National Business Etiquette Week

According to Chase's Calendar of Events this week, June 5-11, is National Business Etiquette Week. This is the official time to recognize and promote etiquette in the workplace.  It's probably a good idea to dedicate at least this one week of the year to the observance of good manners and proper protocol, but it seems to me that we should be doing this every day, every week and every month of the year.  I had the same feeling about May as National Smile Month.  Shouldn't we smile all the time, not just in May? 

As someone who has devoted her professional life to promoting business etiquette, I am more than a little biased on this subject.  I firmly believe that any individual or organization that wants to be successful and profitable needs to place a high value on manners and understand what it means to treat others with courtesy, kindness and respect.  To help in observance of National Business Etiquette Week, here are a few quick tips:

1.  Always ask permission before placing someone on hold, and wait until you hear the response before doing so.

2. Give callers your full attention. It is obvious if you are multi-tasking during a conversation.

3. When sending email, keep it brief.  Email is intended to be fast and efficient.  A wordy message will go go straight to the deleted items.

4. Choose your words carefully when writing email.  Remember that email has no tone and words can easily be misunderstood.

5. In the realm of socail media, use different accounts for your personal and professional connections or websites. It is never good to mix business and pleasure.

6. Never put anything on the Internet that you don't want the entire world to see. The Internet is not a secure place, and as many people have already learned, you can pay a high price for inappropriate content or photos.

Business etiquette is not something to be demonstrated on an occasional or "as-needed" basis.  Adding the polish that builds profits should be a daily commitment, not a monthly or annual one.

 

 

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!

Use Business Manners As A Marketing Strategy

Have you ever considered that good manners should be part of your marketing strategy? Whether you are a big corporation or a single-person operation, you have to operate on a budget.  So how much should you or could you invest in marketing tools like mailers, brochures and paid ads?  All of those cost money.  The one thing you can do that doesn't cost you anything and yet gives you high impact is practicing the essentials of business etiquette. 

1. Treat your current and potential customers with courtesy and respect.
2. Treat your employees the same way.
3. Train your employees in business etiquette techniques.
4. Make good manners a priority.
5. Include etiquette and manners in your written marketing strategy.

The most eye-catching ad or the fanciest brochure will not bring you as much business as showing courtesy, kindness and respect for others.  Word travels fast when people feel valued.  Try it and you will find that adding polish will build profits.  You can stand out from your competition by simply outclassing them.

 

Don't be a Tacky Tipper

When you go out to eat, order curbside pick-up at the neighborhood restaurant, check your bags at the airport, take a cab, have your luggage brought to your room or use valet parking, are you confused about how much to tip or even whom you should tip?  Trust me, it is a complicated issue.  In difficult economic times, it is all the more challenging. 

The first thing to keep in mind is that tipping was intended to be for the service rendered.  Tipping varies from culture to culture.  In the US a tip is expected in most service industries. In other cultures, it is not an expectation, but a pleasant surprise.  In rare cases, your tip may be a violation of the norm or even an insult.

So where does that leave those of us who struggle to understand how the gratuity works in the US?  The time-tested rule for tipping in the US used to be 15 or 20%, depending upon the service and the establishment.  For example, servers in upscale restaurants expect more than those who work in moderate eating places.

Today it seems that an appropriate tip when dining out has risen to 18% .  For those of us who dislike doing the math at the end of the meal, the odd number creates a greater challenge. 

When tipping in the US, keep these points in mind:

1. Tipping is expected. Most service people depend on tips as part of their income.
2. Tipping should be based on quality of service. The better the service, the higher the tip.
3. If you choose not to tip or to leave a lower amount than expected, you owe someone an explanation and the opportunity to do better the next time.

In these challenging economic times, most Americans are proving to be more generous with thier tips.  As a business etiquette expert who believes that manners are about courtesy, kindness and respect for others, this is heartening news.  We need to take care of each other.