DEAR PAM: Since returning to the office after working remotely for several years, I’ve noticed a degradation of business etiquette. For the benefit of those who may need a bit of a refresher, would you please provide some business etiquette tips to help make the workplace environment better for customers and employees? — Signed, Better Business
DEAR BETTER: This is a VERY hot topic. In fact, I receive more requests for business etiquette training than most any other topic. Many companies are discovering that business etiquette is good for the bottom line. In fact, according to research, as much as 68% of customers will refrain from doing business with a company due to perceived indifference (rudeness) from employees. If this isn’t a wake-up call to improve business etiquette, I don’t know what is. Not very many companies can lose almost 70% of their customer base and remain viable.
In addition, because of social media and the internet, businesses need to think carefully about how employees interact with customers. Online reviews from customers conveying rude experiences carry a lot of weight; negative reviews can have a devastating effect on a business.
When the employees of a company practice business etiquette, they help to create a favorable customer experience that reflects well on the company’s brand. If the experience is perceived as unfavorable, it may be due to one or more common business etiquette mistakes. To help improve your professional and business identity, here are 10 business etiquette tips.
Dress. Like it or not, we are visual beings, and how one chooses to dress in the workplace matters. Proper dress conveys respect for the customer, client or even patient if it is a healthcare setting. Dressing as if one doesn’t care may be interpreted as just that. This reminds me of an old saying: “If you are dressed tired and sloppy, don’t be surprised if you are treated accordingly.” Your attire will obviously depend on the type of job and the tasks required; however, one should try to look appropriate for the role. While it’s never a good idea to judge a book by its cover, people/customers are going to do it anyway. It is best to have that “book” (your dress) say what you want it to say. The clothing one choses should meet the company policy; there is always room to incorporate one’s personality.
Be on time: In the business world, time is money. Strive to be on time. Consistent tardiness shows a lack of professionalism and responsibility — and it is disrespectful to management, coworkers and customers.
Body language: Show you are actively listening through body language. In last month’s column, I mentioned the importance of eye contact, and I received a number of comments (more on that in another column). Unless culturally taboo, eye contact — along with a firm handshake — is vitally important. In fact, studies now show that a handshake helps to create trust. Also, nonverbal gestures such as nodding one’s head intermittingly during a conversation (and refraining from looking at one’s phone), help to demonstrate active listening engagement.
Introductions: While making a good introduction may seem inconsequential, it is important for both personal and business images. Whether it’s an introduction between co-workers or customers, a proper introduction helps one appear poised, prepared and confident. When making a business introduction, the name of the person with greater authority should be said first. However (and this is very important), if one introduces a customer to a colleague, the customer’s name is always said first. During the introduction, try to include more than each person’s name by mentioning a tidbit of information about each person. This may help to spur conversation between them.
Greetings: Greet everyone with respect. Be polite to colleagues, coworkers and customers by acknowledging them when they enter. Not doing so may contribute to tension in the workplace and a less-than-favorable customer experience. You don’t have to like them, but you should still be polite. When entering a meeting, show respect by acknowledging others in the meeting. Be sure to introduce yourself to those you may not know.
Check your emails, voicemail and other business-related social media daily: If you are going to be away from your workplace, then make sure your email and voicemail reflect that absence, as well as when one may expect your return. If possible, provide another contact person who may be of assistance in your absence. Also, be sure to proofread all emails before sending them. A message with typos and bad grammar appears sloppy and unprofessional.
Phone etiquette: When speaking with someone in person, pay attention to them and not your phone. During a business meeting, place the phone in silent mode or better yet, turn it off.
Don’t gossip: Respect the privacy and confidentiality of coworkers by avoiding gossip, especially in front of customers.
Avoid interrupting: Don’t speak over someone. Let them finish their thoughts or comments before you start to speak.
Follow-up: Promptly following up with customers or clients is crucial to building relationships and enhancing business. Not doing so appears as if you are lazy, discourteous or just don’t care. Also, don’t forget to show gratitude. Follow up with those who have helped you and thank them.
Utilizing business etiquette helps to create a more pleasant workplace environment and better customer experience. While it does require self-discipline, learning and practicing it can result in a better bottom line, both personally and professionally.
Pam Harvit is a certified international corporate protocol and etiquette consultant and speaks nationally on business and medical etiquette, as well as other related topics. You may request her services or email your questions to pamharvit.com.
