Manners That Sell

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.

 

 

 

SOLDLab Features My Article: Top 12 Rules of Social Media Etiquette

SOLDLab is featuring my article "Top 12 Rules of Social Media Etiquette" in their May issue of SOLD.  This issue features a topic of social selling which is a topic I'm sure will interest many of my readers.  You can read the entire magazine at SOLDLab.  Click on the magazine and forward to page 37!

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!

Etiquette Tip of the Week - Your Voice Mail Greeting

Voice mail is one of the best tools you can use in business.  Unfortunately it can be one of the most abused.  Most of us are not sitting by the phone waiting for it to ring so we rely on voice mail to capture missed calls. The key to effective and impressive e-mail starts with your greeting.

1. Record it in your own voice to give it a personal feel.
2. Start with your organization, department and name so callers know whom they have reached.
3.  Ask the caller for appropriate information such as, “Please leave your name, phone number and a message.”  Next add what you will do. “I will call you back.”

(Resist the urge to instruct people to leave a “brief” message. That can sound bossy.)

1. Advise callers if you will be out of the office for an extended period so they will know when to expect a return call.
2. If you have the option of offering a second contact person, clearly and slowly state the person’s name and number.  Repeat it so people have time to write it down without having to call back.
3. Change your greeting frequently so that it is up to date. If you mentioned that you would be out of the office during a certain time period, revise your greeting upon your return.

Think of your voice mail greeting as step one to a positive impression.

 

 

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!

Don't Tweet From The Church

Don't tweet from the church.  That's the headline from an article published by the Associated Press today. Who ever would have thought that the time would come when people would have to be told not to take their cell phones to the royal wedding or if they do, to turn them off and certainly not to tweet or update their Facebook status during the ceremony. We have certainly sunk to a new low when it comes to etiquette and protocol.

As a business etiquette expert who speaks and writes about the rules of manners on a daily basis, I was surprised that I was surprised. I can understand the need to explain proper attire in today's world of jeans and flip-flops and to advise people on when and how to interact with the Queen.  After all it is not every day that one is invited to a royal wedding.  But not to tweet. Shouldn't anyone included on the guest list have knowledge of at least the basic rules of good manners?

My favorite quote from the article is this: "The ultimate faux pas would be to have your mobile phone go off in the Abbey, even if you had 'God Save the Queen' as your ringtone."

Is it just me?

March is National Email Month. How is Your Email Etiquette?

When email first came on the scene, we had no rules for using it correctly and effectively.  As usual, the technology preceded the rules of behavior. 

Your email is as much a part of your professional image as:

1. the clothes you wear
2. the greeting on your voice mail
3. the handshake you offer 
4. the way you present your business card 

If you want to impress on every front and build positive business relationships, steer clear of these email mistakes.

1. Omitting the subject line.  Given the huge volume of email that everyone receives, the subject header is essential if you want your message read.  
2. Not making your subject line meaningful. Your header should be pertinent to your message, not just “Hi” or “Hello.”  The recipient is going to decide the order in which to read email based on who sent it and what it is about.  Your email will have lots of competition.  
3. Not using a greeting and personalizing your message  Failure to put in the person’s name and give a greeting, which can range from "Dear," Hi," or "Hello," can make you and your email seem cold and detached.
4. Not accounting for tone. When you communicate with another person face to face, 93% of the message is non-verbal.  Email has no body language.  The reader cannot see your face or hear your tone of voice so chose your words carefully.   
5. Writing the great American novel.  Keep your message short. Use only a few paragraphs, a few sentences per paragraph and lots of white space.   
6. Thinking that no one else will ever see your email.  Once it has left your mailbox, you have no idea where your email will end up.  Don’t send anything that you couldn’t stand to see on a billboard on your way to work the next day.   
7. Expecting an instant response. Not everyone is sitting in front of the computer with email turned on.  If  you need a quick response, pick up the phone. 
8. Completing the “To” line first. The emial address of the person to whom you are writing is the last piece of information you should enter. If you enter the recipient’s address first, a mere slip of the finger can send a message before its time.
9. Using email when you ought to pick up the phone. 

Email makes everything easier and faster including making a powerful business impression and establishing positive professional relationships. The businessperson who uses the technology effectively and appropriately will see the results of that effort reflected in the bottom line.