Posts tagged "business etiquette"
July 11, 2011
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!)
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Posted by Margaret in Business Etiquette and tagged etiquette tips, cell phones, good manners, business etiquette, telephone etiquette
June 23, 2011
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!).
Time is short so hurry!
[polldaddy poll=5167231]
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Posted by Margaret in Business Etiquette and tagged business etiquette, etiquette contest, etiquette ebook
May 22, 2011
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?
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Posted by Margaret in Business Etiquette, Etiquette Tips and tagged etiquette tips, email etiquette, business etiquette
May 4, 2011
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!
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Posted by Margaret in International Etiquette and tagged pickled herring, The Netherlands, dining etiquette, business etiquette, cultural manners, cultural traditions, International protocol, multi-cultural etiquette, multicultural manners
March 25, 2011
When you give someone your business card, you’re introducing yourself on paper. A business card is a representation of who you are so be sure that the card is in pristine condition before you hand it over. You wouldn’t wear a wrinkled suit to an interview, would you?
Presenting your business card
Always present your business card in your right hand, or in both hands. Never (and I do mean NEVER) pass out your business cards as though you were dealing a poker hand. If you travel for business, you’ll save yourself embarrassment by following this rule. In some countries, presenting your business card in your left hand is a serious insult.Look the individual in the eye and smile when presenting the card. Not only is it good etiquette, it shows them you’re engaged with them.
Receiving a business card
When being given a business card, accept the card in the same way it was presented—either in your right hand or both hands. Take a few moments to study the business card, commenting on it and clarifying information before putting it away.
Don’t ever slide a business card into your back pocket and sit on it. Always keep your business cards in a separate case. When you are back in your office, add the information from the card into your database as soon as possible. You never want to be in a position where you have to ask that person for another card. That’s a big etiquette faux pas.
Business cards are an internationally recognized means of presenting personal contact information—so be sure you have a good supply on hand.
If you travel abroad for business, do a little research on business etiquette for your destination before you go. The etiquette “rules” in the UK, for example, are far more relaxed than in Japan. Understanding business etiquette allows you to feel comfortable and will help build trust when building business relationships.
Do you have etiquette questions? Follow me on Twitter, LIKE me on Facebook, or connect with me on LinkedIn.
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Posted by Margaret in Business Etiquette and tagged good manners, business etiquette, etiquette tips, first impressions, manners
March 6, 2011
With the economy squeezing businesses and the unemployment rate creeping up, networking events are swelling with people who are ready, willing and able to do business.
If you have an opportunity to make new connections, don’t be shy! Here are some sure-fire strategies to help you relax and engage people with confidence.
- First, remember: they’re not strangers, they’re future allies… and they want to meet you!
- When you greet someone, shake hands, smile and look them in the eye. A warm greeting is always a great icebreaker.
- Come prepared with professionally designed and printed business cards to give on request. Better yet, make a point of asking others for their cards.
- Listen well when talking with others. Use your ears, eyes, heart and brain to engage in a full conversation.
- Never look over the person’s shoulder to pick out someone else to talk with.
- Take opportunities to praise people for the contributions they make. Acknowledge their achievements. Letting them take a bow makes you both feel good! They will remember and appreciate you for it.
- If you find yourself in conversation with people who are badmouthing others, do the reverse. Say positive things instead; “good-mouth” them.
- Follow up your networking conversations with a call or e-mail within a day or two. For those on your key contact list, stay in touch by reaching out periodically, even when you aren’t making a request. Send cards, e-mails or letters frequently to congratulate people on their ideas and achievements. They will feel nurtured by your outreach.
- Always ask people how you can help them accomplish their goals. Get specific details and graciously follow through on any agreements you make as soon as practical. This builds loyalty and trust every time!
Do you have any networking nuggets of your own? I’d love to hear them! Please feel free to share them in the comments box below.
Super-size these nuggets and share them with your friends!
photo: MyTudut
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Posted by Margaret in Business Etiquette and tagged etiquette tips, first impressions, good manners, business etiquette, networking
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.
