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!

 

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.

Here's to Customer Service

The following is a quote from a sign posted in the elevator of a hotel where I stayed several months ago:

"Attention Guests:

The electric company has informed us that due to the weather situation in the area, they will be performing rolling blackouts throughout the day today. Please keep this in mind while utilizing the elevator, since if a blackout occurs, you could be stranded in the elevator for at least one hour."

I took the stairs!

 

 

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!

The Vanishing Thank You Note

A video clip from CBS News prompted me to call attention to the value of the thank you note. I have written about this topic before, but I feel I can't stress it enough. It's good business and it's good etiquette.

When was the last time you wrote a note to thank someone for something they had given you or done for you? Most of you reading this probably can't remember. Those of you who can answer positively and even document when and to whom you wrote a note of appreciation are a rare breed. The thank you note is sadly vanishing. Yet a few handwritten words of gratitude can do more for your business and personal relationships than you can imagine. Expressing your appreciation takes very little time, effort and few supplies. It will bring you unexpected returns.

Here is all you need to send that note:

1. A quality note card
2. A good pen
3. A supply of stamps
4. Ten minutes of time

Keep your writing supplies in a convenient place where they are easy to reach. The minute someone does something nice for you, gives you a gift or buys your lunch, you are ready to respond.

Your response does not need to be lengthy. A few sentences constitute a note. Just be sure you mention the gift or the action specifically, how you will use the item or how the act affected you.

Poor handwriting is not an excuse. The person who receives the note will be so impressed at your effort that they will not grade your penmanship.

Start writing notes as a business tactic. Then sit back and watch the results of adding the polish that builds profits.

Now take a few minutes, watch the video and let me know what you think. After that think of all the people whom you need to thank for something they did or said and start penning those notes.

Brushing Up On Office Etiquette

Do you want to look as fresh, smell as fresh and be as fresh at the end of the workday as you were at the beginning?  If you answered “yes,” then consider taking a toothbrush and toothpaste to the office with you.  Better yet, keep both in your desk drawer.  The things you eat and drink during the workday can take their toll on you before the day is over.  By the time you meet with your clients after lunch, or even following your morning coffee, you may have developed “dragon breath”.  The onions or the garlic that you enjoyed in your favorite lunch dish will most assuredly come back to haunt you.

So how do you handle the issue of potentially offensive breath?  It’s simple.  Keep your toothbrush and toothpaste handy and use them during the day, especially before face-to-face meetings with clients. If you think it’s easier to use breath mints or mouthwash, consider this.  Breath mints are not as effective as toothpaste, but better than nothing at all.  Mouthwash is generally so strong that people can smell it before they see you, and they may wonder what you are trying to hide.

A quick 30-45 second wave over your teeth with a toothbrush not only eliminates offensive food odors, it also removes those pesky little food particles that stick to your teeth after a meal.

Brush up as often as you can during the day and at the end.  You may well see that adding polish builds profits.

Happy brushing,

Limited Time Offer!

 Until October 31, 2010 purchase a copy of the DVD First Impressions: Seven Seconds To Sink Or Swim and receive a hardcover edition of Lydia’s signature book, Manners That Sell – Adding the Polish That Builds Profits with our compliments (a savings of $23.00).  Click the button below to purchase.

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 at http://mannersthatsell.com/planners/index.html.

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Customer Service Opportunity Missed

During the month of June, I must have qualified for the "Frequent Flyer of the Month" Award. I flew over twenty segments (separate flights) presenting “Excellence in Etiquette” to clients across the country. When I mention this to friends and associates, their response is always, "It must be exhausting to work like that."  The work is not tiring. I love what I do.  I could stand up and speak about business etiquette till the cows come home.  The air travel is the killer.

Out of the twenty flights, only two, went off without a hitch.  The other eighteen were either canceled or delayed.  After a while the flying became tedious. There were moments when I came close to losing my good humor and, to be honest, my good manners.  However, as someone who makes her living speaking and writing about etiquette, I feel an obligation to practice what I preach.  Besides I don’t like myself when I get grumpy.

The incident which I am about to describe took place on my last, or what was meant to be my last, flight of the month and final flight home. For reasons that I do not need to explain, the airline shall remain nameless. 

I was among fifty unsuspecting passengers who boarded a small commuter plane bound for Cincinnati where many of us had connecting flights. We had one of those infamous “on time” departures. It was a sunny day without a cloud in the sky so who would have suspected that we would sit on the tarmac for three and a half hours in the broiling sun due to a weather delay. Finally the decision was made to cancel the flight and return this hot, sweaty, dehydrated group of people to the terminal.

Once inside we made our way to various agents to rebook our flights.  It was late enough in the day that there was no way I could fly to Cincinnati or anywhere else and make a connecting flight home.  Finally it was my turn to approach the airline agent sitting behind the “customer service” desk looking for all the world like Attila the Hun on one of his worst days. She was not in a good mood.  Without even looking at me or offering a greeting, she stuck out her hand for my boarding pass. Still not making eye contact and scowling, she announced that I couldn’t get out until the next morning.  When I asked where I was supposed to spend the night, she shrugged and informed me that it is not the airline’s responsibility to accommodate passengers whose flights are canceled by weather. I was on my own.

Having no choice, I selected a departure time for the following morning.  She keyed in who knows what on her computer and shoved two boarding passes toward me.  She hadn’t asked me what seat assignments I would prefer so I timidly inquired about my seating. I have preferences.  Still visually ignoring me, she offered, “You have 3A to Atlantaand 21C to Savannah.”  “Wow! 3A—that’s fist class,” I said. (Did I mention that I had a coach ticket so this was a pleasant surprise?)  In the grouchiest tone of voice imaginable, she said, “That’s all I had.” It was obvious that she loathed having to give me an upgrade. What a customer service opportunity missed! 

This woman had a chance to win over an unhappy customer, but she blew it.  She could just as easily have looked me in the eye, smiled and said, “Ms. Ramsey,  this is the least I can do for you after all you have been through today and to see that you have a pleasant journey tomorrow.”

How many customer service opportunities have you or your employees missed?  When the product is flawed, the service not performed properly or the customer has a bad experience, what do you do to make up for it?  Do you go out of your way to win them over?  When opportunity falls into your lap, as it did with the airline employee, do you use it to your advantage?

It is no secret that it costs more to gain new customers than it does to keep current ones.  What are you doing to ensure that every customer has a positive experience with you? What do you do when the customer’s expectations are not met to guarantee that they remain loyal to you and do not abandon you in favor of your competition?

The chance to win over a discontented customer was handed to this customer service rep on a silver platter and she chose to ignore it.  What an opportunity missed!

Whatever Happened to Customer Service?

It happened again. Just yesterday I experienced one more glaring example of customer indifference. Please don't misunderstand.  I am not referring to indifference on the part of the customer.  I am talking about indifference on the part of the clerk.

I had made my almost daily trip to my neighborhood grocery.  I wish I were one of those shoppers who gets it all right in one weekly trip, but I don't. There was a new cashier at  one of the registers so I decided to check her out while she checked me out.  You need to know that this grocery store is notorious for poor customer service.  However, hope springs eternal and every time a new cashier arrives on the scene, we all wait with baited breath to see if this one will be different. Sadly, she wasn't.

The new cashier was a pretty young woman with long dark hair and big brown eyes.  I can't speak to her smile, I never saw it.  Not wanting to subject her to a severe test of her customer service skills, I smiled at her while she stared me down and said, "Hello, how are you?"  There was no response.  She just stood at her post, arms crossed, watching me struggle to get a case of diet coke and several large bottles of water out of the poorly-designed grocery cart that the owner had purchased second -hand. Once I had heaved them onto the counter, she rang them up, and in a voice, flatter than an untuned piano, pronounced the total. 

While she was placing my few items into bags, I swiped my credit card through the machine as usual.  When the clerk turned back to the register, she inquired with obvious disinterest, "Credit or debit?"  I replied and was proceeding to put my items back in the cart when she ordered me in an irritated tone to "push the green button." I did as told for fear of being growled at again and signed the receipt she pushed under my nose.

With another unsuspecting customer/victim behind me, I hastened to move on, but not without turning back to the cashier and with a less than sincere smile, saying "Thank you." It seemed to me that those were her lines, but I said them anyway. As far as the cashier was concerned, I was history and deserved not so much as the meaningless phrase, "Have a good day."

For me it was an educational opportunity lost. Sometimes I don't let these moments escape me, and I politely offer suggestions to those who are involved in customer contact.  My little training tips are not always enthusiastically received, but I provide them anyway in hopes that the employee will benefit by the experience and the business will profit.

I love my little neighborhood grocery store, and I don't want it to go out of business.  There is a larger chain store a few miles down the road with lower prices and about the same level of customer service.  If the manager of the little store spent more time training his employees to treat the customers with courtesy and respect, his customer base would grow and his profits would increase.  As it is, he struggles everyday to keep his doors open. 

If more business people made an effort to provide their employees with customer service skills and if they held their toes to the fire when they didn't meet the standards of kindness, courtesy and respect, they would spend less time and money dealing with employee and customer turnover. Think how much it costs to replace an employee and to recruit a new customer--far more than it does to offer professional development skills to the current work staff.

I look forward to the day when treating customers like the special people they are becomes a business priority and when every employee understands that without customers, they have no job.