Can You Afford What Rudeness Is Costing Your Business?

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Can You Afford What Rudeness Is Costing Your Business?
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Have you ever thought about how much rudeness may
be affecting your bottom line?  What is the cost
to your company when you or the people who
represent you lack proper manners?  Do you know
how many clients are turned off by employees who
would rather carry on a conversation with each
other than with the person who came to purchase
your service or product?  Can you count the number
of people who hang up and call someone else
because the person who answered your phone put
them on hold without asking permission?  How does
the client rate your professionalism when the
employee who welcomes him to your office looks as
if she is dressed for a day at the beach?  Do your
employees understand that it is more offensive
then friendly to call the client by first name
unless asked to do so? Are your employees treating
each other with courtesy and respect?  Do they
honor the invisible walls of each other's
cubicles?  Do they work as a team and help each
other or do they act like cast members on
Survivor?

In today's fast-paced business world where too
many people claim that they don't have time to be
nice, it's easy to overlook the details that can
help you grow your business, increase your profits
and build long lasting client relationships.

Try taking this quick true/false quiz to test your
own business etiquette expertise. Then run it by
your employees.

1. Business etiquette is based on rank and
hierarchy.  True/False
2. If the information on your business card is
incorrect, draw a line through it and write the
correct information on the card.  True/False
3. Business casual means dressing down one notch
from business professional.  True/False
4. In today's relaxed business environment, it is
not necessary to ask your clients' permission
before using their first names.  True/False
5. Callers do not mind holding for information as
much as holding for a person. True/False
6. You don't have to smile or make eye contact
with your customers unless you feel like it.
True/False
7. Handwritten notes are out of place in the
business world.  True/False
8. A man should wait for a woman to put out her
hand in business before offering his.  True/False
9. When composing an e-mail message, complete the
"To" line last.  True/False
10. Small talk around the office is a waste of
time.  True/False
11. People can hear you eating, drinking and
chewing over the phone. True/False
12. If you receive a call on your cell phone when
you are with a client, look to see who is calling,
but don't answer it. True/False

Answers:

1. True.  In business, you always defer to the
senior or highest ranking person, regardless of
age or gender.
2. False.  Handing out business cards with
information that is outdated or crossed off is
unprofessional. Have new cards printed
immediately.
3. True.  Business casual is not an excuse to wear
your favorite old clothes to the office.  It is
still business, and everyone needs to look
professional.
4. False.  Don't assume because our work world has
become more informal that you can call clients by
their first name.  Use their titles and last names
until they ask you to do otherwise.
5. True.  Clients will wait contentedly while you
search for information, working on their behalf.
However, if they have to wait more than thirty
seconds for you to come to the phone, they begin
to wonder how much you value them or want their
business.
6. False.  This is only true if you are planning a
going-out-of-business sale.  Every client deserves
a genuine smile and eye contact.
7. False.  Handwritten notes have become almost as
extinct as the typewriter.  You will stand out
from your competition every time you send off a
short note written in your own hand.
8. False.  Every woman should be prepared to shake
hands as soon as she meets someone in business.
For either a man or woman to hesitate could
indicate a lack of confidence.
9. True.  You can send e-mail without inserting an
attachment, without checking for grammar and
punctuation and without a subject line; but you
cannot send e-mail without an address.  If you
wait until you have carefully proofed your message
and added all attachments before you complete the
"To " line, you will never be embarrassed or have
to apologize for your mistakes.
10. False.  Small talk carried on at the right
time, in the right place and on the right subject
is a great way to build relationships among
co-workers.
11. True.  Mouth noises are even louder over the
phone.  Just because your clients can't see you
eating those potato chips doesn't mean they can't
hear you munching on the other end of the line.
12. False.  It is just as rude to pull out your
phone to see who called as it is to have it on and
take a call in front of a client.  Turn your phone
off and check your messages later in private.

If you had trouble with any of these questions,
your employees will, too.  If you want your
employees to be at ease in business situations, to
represent you well and help build your business,
give them the information they need.  If you
haven't done basic business etiquette skills
training lately, do it now.  Don't let rude
behavior cost you business.

Make sure that your employees know how to handle
clients over the phone, that they understand the
importance of being attentive and alert to
clients' needs, that the value other people's time
and that they can deal with difficult people and
situations with grace.

No one is born with good manners.  People have to
be taught, and from time to time, they need to be
reminded of what they already know.
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(c)2006, Lydia Ramsey.
http://www.mannersthatsell.com
All rights reserved.
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AIC Business Network.


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