I live in a community that is known for its beautiful scenery, slow living pace and romance. We are not known for our great customer service, and I can see that we’re really not putting our best foot forward.Every summer my grandson comes to stay with me to take a two-week swimming class at the local pool. Last year I was somewhat surprised when one of the moms offered me her seat. I have to confess that on the one hand I was delighted with her manners, on the other I felt like my middle age was showing.
This year it’s a whole new story. Several times this week, tweens (under 14) were sitting in the seats at the pool while other parents stood by. And this morning a man kept his seat while a woman rose to offer me hers. I guess her mother taught her about good manners.
While I am delighted we are known for romance. It would also be wonderful if we were known for our manners and great customer service.
How can you do that? By having awareness and showing courtesy to those around you—no matter how old you are. And a note to the moms: If you don’t see it, we sure can’t expect it from your children.
The fact of the matter is this: Common manners aren’t so common anymore.
What about you? Have you been in situation where you found yourself surprised by someone’s lack of courtesy?
Even with all of the new ways to communicate these days, the telephone is still a primary means of communication in business. Good telephone etiquette will always be a crucial element to winning customers and building business relationships.
The way that you answer a business call will form your customer’s first impression of you and your business.
Here are a few telephone answering tips to ensure that you’re presenting yourself—and your business–in a professional manner, all the time!
Always answer a call promptly—at least by the third ring.
Answer the phone in a professional and pleasant manner, and with a smile. Be enthusiastic. People can feel it or hear it on the other end.
When answering an office phone, welcome callers by introducing yourself and your organization. For instance, ““Hello, Etiquette Page Enterprises, Margaret speaking. How may I help you?” If you’re answering a personal cell phone, a simple, “Good morning, this is Margaret,” is appropriate.
Speak slowly and clearly when answering the phone so that the caller can understand you. Keep your voice at a moderate level. No one likes to be yelled at.
If you’re answering a phone with multiple lines, be sure to ask the caller if it’s all right for you to place him on hold BEFORE you do so. Provide callers who are on hold with an update every 30 to 45 seconds and offer them choices if possible. “That line is busy, would you like to continue to hold or would you like to leave a message for Ms. Friesen?”
Don’t use speakerphone to answer an incoming call. This could give the caller the immediate impression that you’re not full engaged with them.
If you use an answering machine to catch those calls you can’t get to, make certain that you record a professional message that includes an introduction (just as if you were answering the phone). This will ensure that the caller knows he has reached the right person and avoid any confusion. Provide any other pertinent information that you feel would be useful to callers. For example: If you leaving for a vacation, update your message to include this information, along with the date you will be returning.
Good telephone manners go a long way. Following these few tips will ensure that you leave a positive impression with business contacts (so that they call back!)
We are getting ready to release our new business etiquette e-book, but we are struggling with a catchy title. Would love to hear your suggestions!
Vote for your favorite title in our poll below–and if you can come up with an even better title, you could win $100!
To enter the “Help us name our e-book contest,” simply share your title idea in the comments below. But hurry, we’re closing entries on Sunday, June 26! If we pick your title for the e-book, you’ll receive a$100 Visa Gift Card.
The winning entry will be announced Monday, June 27 on our Facebook page (so be sure to drop by and “LIKE” us!).
Years ago I sat on a board with a lovely young lady who after washing her hands in the public restroom acted like a surgeon. Her hands would be freshly scrubbed and held in the air. She would use her elbows to push open the door or even urn the handle to exit the washroom. She had the right idea.I wonder why in this day and age of clever devices we still can’t go into a public restroom that is really focused on keeping germs to a minimum.
Let’s give credit where credit is do though — overall the Americans do a much better job than we Canadians do at providing toilet seat covers at public washrooms. In Canada we would be wise to deny business licenses to those that don’t provide seat covers to their guests.
A couple of the places that do exceptional jobs in the area of public hygiene include the Cactus Club and the Chicago airport. Both provide automated seat covers, and the toilets at the Cactus Club that flush by stepping on a button on the floor. Kudos to you for playing your part in keeping us healthy!
We need to also appreciate those businesses that have sanitizers outside restrooms to reduce the number of potential bacteria brought in and passed around.
In today’s hurried culture, e-mail can seem like a quick way to communicate your message, but if you don’t take the time to follow the basics, you might end up shooting yourself in the foot (in a business sense, of course). One misconstrued message, sent via iPhone while running from one meeting to another could affect a business relationship.
Here a few reminders to help you keep your digital communication etiquette in check:
Thou shall use e-mail to convey only ideas and factual or logistical information, not emotions. To express emotions and sentiment, take time for a one-on-one meeting or telephone conversation rather than sending an e-mail. The sound, tone, timber, and quality of your voice will help to better communicate your message and avoid misunderstandings.
Thou shall write the topic of your message on the reference or subject line. Always write a succinct, accurate description of what recipients can expect in the body of your e- mail in the subject line. It helps them prioritize their messages and quickly sort them for future reference. It also allows them to easily follow the trail of responses back and forth. If you correspond with the same people on multiple subjects, separate the e- mails by the appropriate topic clearly stated in the reference line.
Thou shall address the e-mail using the name of the intended person. Have you ever received a personal e-mail note destined for someone else? I did—and it was a love note that made me blush! I read half of it and realized it wasn’t meant for me. Since then, I’m never sure I’m the intended recipient unless I see my name at the top.
Don’t muddy your messages; always address the recipient by name.
Thou shall use “blind copy” for e-mails sent to groups. Avoid sharing names of the whole group via e-mail unless it’s a small, closed group such as a Board of Directors or a Club and you know members have previously been given the list of names and e-mail addresses. E-mail addresses should be kept private.
Thou shall never ever forward a chain letter that states if you do or don’t do something within a certain time, your life will forever be changed.It’s nice to create change for someone but not by using threats. If you really must send the letter to others, remove the threatening language. If you don’t, you will be excommunicated from the hall of good manners.
Thou shall use “delivery receipt notification” only when it’s imperative that you know if the intended recipient received it. Don’t create a need to send any unnecessary e-mail by using this tool. It can annoy people.
Thou shall use capitalization, upper and lower case, and proper punctuation in e-mails as in all other written communications. Studies have proven that if people read text written in all capital or all lower case letters, it takes much longer to read and understand a message. Use a standard way of writing.
Thou shall close your e-mail message with heartfelt words that show that the sender is fully present. Don’t just rely on your automated signature line to close your e-mail. Let your recipients know that, indeed, a real person is sending them a message.
Thou shall proofread your e-mail messages before sending them. Although e-mail can be an informal way to communicate with people, it’s always a good habit to use spell-check and read through your note before hitting “send” so that the message is clear. Sometimes just one missing word can make a difference. “I love your work,” and “I loathe your work,” clearly mean two very different things.
Thou shall respond to e-mails within 24 hours.Even if you cannot yet provide an answer, replying to someone’s e-mail within a day lets the sender knows you received it. Sending immediate responses also keeps you organized and up to date on your e- mail correspondence.
Do you have an e-mail etiquette tips you’d like to share?
Today, I want to know what your take is on bad manners. Take a look at the examples below and select the one etiquette faux pas that makes you cringe! Be sure to check the results this week to find out which etiquette mis-step takes the cake!
[polldaddy poll=5037233]
Happy National Etiquette Week! To celebrate, as promised, I’m posting etiquette tips, interactive quizzes, and more this week!
To kick off our celebration of good manners, I’m announcing the first annual “Miss Maggie’s Manners Moment Giveaway”!
The winner will receive the Cognito card set. Cognito-Modern Wisdom for Dining & Social Etiquette contains 52 illustrated cards presented in a custom-designed box. A great way to test your etiquette knowledge–and challenge your family in a game of “Where’s Your Manners?”
It’s easy to enter. Just do one (or all)of the following. You have 3 chances to win. You will receive one entry for doing each of the above.
~ Leave a comment below and tell me what you are doing this week to promote good manners in your house or at your office
~Mention this post about our giveaway on Twitter, using the hashtag #NtlEtiquette
This is a great way to recognize civility and good manners!
This giveaway will close on Friday, May 13 at 10 p.m. PST. The winner will be announced on Saturday, May 14 on our Facebook page.
Good luck!
“Good social behavior has less to do with cutlery and and correctness than with courtesy and confidence. Doing the right things at the right times for the right reasons”
Next week marks the launch of the 14th annual National Etiquette Week. Established by children’s etiquette consultant, Sandra Morisset, National Etiquette Week was developed not to get you thinking about what fork to choose first, but as a self-assessment on the current status of civility in our society.
So as a reminder of the importance of good manners—and the little niceties that set us apart in our everyday interactions–I’m celebrating National Etiquette Week by posting an interactive way for you to participate every day!
I’ll be sharing etiquette quizzes to test your etiquette knowledge; polls and surveys to get your feedback on etiquette and good manners; and a personal challenge to participate in “Etiquette Page’s Random Acts of Etiquette!” We want pictures!
I’m back in Canada now, after spending 3 (wonderful) weeks in The Netherlands. I didn’t get to take as many pictures as I would like, but this picture of me eating the herring I had just purchased from a street vendor got me thinking about how unique each culture is when it comes to specific etiquette “rules.”
The Dutch, for example, take punctuality for business meetings very seriously and expect you do the same. If you’re going to be late for a business meeting while in The Netherlands, I suggest you call ahead with an explanation as to why you’re delayed. And if you have to reschedule, don’t be disappointed if it takes you weeks to arrange another meeting. The Dutch lead busy lives and have full agendas.
In The Netherlands, food doesn’t play the major role in hospitality, in comparison to other cultures. It’s not considered essential to serve a meal to a guest as a way to make them feel welcome. If you are invited for a meal, be sure to take a small portion of food to begin with. If a second portion is offered, it’s polite to accept.
Keep your hands on the table at all times – never on your lap during a meal. But, like your mother probably told you when you were a kid, “Keep your elbows off the table.”
It’s proper etiquette in The Netherlands to use a knife and fork to eat all foods, including pizza, sandwiches, and fruit. But then, that brings me back to the picture of me eating the herring with my hands, now doesn’t it?
There are street vendors in the squares and along the bridges at the canals, and in most towns selling herring. It’s quite the thing in The Netherlands. Wherever you find groups of people congregating, you can be sure there is a fish wagon nearby.
The raw herring is deboned by skilled fish handlers. The skin and tail is removed and the fish is served with raw onions on a paper plate. The Dutch way to eat the fish is to pick it up by the tail, tilt your head back and let the fish slide into your mouth. So, that’s what I did!
I love exploring what other cultures have to offer. Being open to our cultural differences, and embracing their customs is a great way to learn more about each other. And eating raw herring on a street (sprinkled with onion, of course) is the way to do in the Netherlands!
You know what they say…”When in The Netherlands…”
Have you experienced a cultural tradition you’d like to share? I’d love to hear about it! Share in the comments below!
We’ve all heard about “the guy who can’t commit” and the crazy old aunt who “really should be committed,” but beyond the jokes and stereotypes, what does the word commitment mean to you?
It seems each person has their own relationship to that word: our understanding of it, our willingness to engage in it, even the level of commitment to our commitments varies widely from one person to the next.
So, I ask you again: What does commitment mean to you? It’s an important question to ask, because how you feel about your commitments has a lot to do with the outcome – not to mention quality of life!
Here’s what I mean:
Define: commitment
1. Feeling dedication and loyalty to a cause, activity, or job; wholeheartedly dedicated
2. To bind or obligate, as by pledge or assurance; pledge: to commit oneself to a promise
These two definitions are both correct… but they feel very different, don’t they? The first seems inspired, voluntary and willing; it is focused and energizing. The second feels heavy with obligation, requiring courage and strength to fulfill a promise. Ugh.
Which definition fits with your understanding of commitment? Do you feel dedicated… or obligated?
Many people hesitate to really commit to what they want, because they’re afraid that if they do, they will be obligated to a promise. What if you can’t keep that promise? What if you truly commit yourself to something… and fail? That kind of relationship to commitment isn’t inspiring; it’s heavy.
For a commitment to feel good, it has to be a challenge you deem worthy, a vision or goal you genuinely aspire to – not something you “should” or “have to” do. This makes all the difference between having to push yourself to honor your commitments, and feeling pulled to step up for them.
That said, even the most compelling commitments … the ones you really feel good about … can sometimes be difficult to honor over time. Sooner or later, many commitments fall prey to the vicious attack of the “Yeah, But.” This quiet traitor shows up every time you feel your commitment waver, and sometimes it brings along its little sister, “Just This Once.” Together they pry open the Door of Doubt.
Did you know that doubt is an opposing force of commitment? As soon as it creeps in, it eats away at commitment, quiet dissolving your resolve from the dark corners of your mind.
That’s why it’s so important to make commitments that feel really good to you, ones that align with your core values, and support your dreams and goals. This makes it so much easier to stay committed, because only one path is the clear path forward. Perhaps Rollo May said it best: “Commitment is healthiest when it is not without doubt, but in spite of doubt.” That’s when you know you’re on the right track.
As so many struggling dieters, divorcees, and relapsing addicts will tell you, making a commitment is not a fail-proof security system – because people are not fail proof. So, it is important to understand that commitment is not a promise to be 100% perfect. It’s about wholeheartedly striving for something that’s important to you, without reservation, and in spite of the challenges you encounter along the way. As Epicurus said, “A captain earns his reputation during the storms.”
“Can you commit to that?” 3 Principles of Commitment
Commitment is like glue, holding together the many pieces of your creation: desire, vision, resources, plans, time and action. Here are a few more factors to keep in mind:
1. Genuine commitment stands the test of time. (Even if you have to re-commit along the way.)
2. In relationships, commitment is a two-way street. You only get it if you are willing to give it.
3. If you feel trapped in your commitment, you will (consciously or unconsciously) look for ways to escape.
Remember: every significant decision is a reflection of your commitments. Look closely, with an honest and open mind, and your deepest commitments will reveal themselves. Are you committed to your freedom, to play, or to feeling responsible? To loyalty? To health? To comfort? Take the time to investigate! This path of inquiry can be immensely helpful… and I promise, all you have to commit is a few minutes.
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