Top tips on business etiquette
19.05.2006, 07:12
Under-estimating the impact of your behaviour in business situations could mean the difference between clinching that important sale or losing out to your competitors.
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Often behaviour which is perceived as disrespectful or rude is completely unintentional - so make sure you don't send out the wrong signals by following these business etiquette rules:
1. Always be impeccably groomed
First impressions count, and it can be insulting to your clients or co-workers if you turn up to work looking dishevelled or dressed inappropriately. It is a good idea to err on the side of caution, and dress in formal business attire, such as a suit.
2. Get introductions right
Aim to introduce a lower ranking person to a higher ranking person (this may be a matter of judgment). If you forget someone's name, you can sometimes "cover" by introducing the person you do know first. "Have you met Sue Smith, our senior engineer" - this should prompt the unknown person to introduce him or herself. If this fails, then just admit you've had a mental block.
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3. Use a firm handshake
Handshakes are the universally accepted greeting in the business world, for both men and women. According to experts, a good handshake should be firm, last about three seconds, be 'pumped' once or twice from the elbow, and include good eye contact with the other person. To avoid offering a cold, wet handshake keep your drink in your left hand. Hugs and kisses are generally not appropriate in business situations.
4. Conduct efficient business meetings
Aim to arrive about 10 minutes early for meetings. If you are hosting the meeting, be considerate of participants time and don't let the meeting over-run. Ensure that agendas are sent out in advance so everyone knows what to expect. Be sure to thank everyone for their time and let them know how their contribution has helped. Wait until you have established a reason to make further contact before exchanging business cards.
5. Don't try (too hard) to impress
When speaking to clients or staff, avoid using jargon and technical phrases. No one is going to be impressed by your superior knowledge of your product - and you will only confuse or alienate your audience. Also avoid giving potential clients the hard-sell or bombarding them with information as this is likely to put them off.
6. Don't leave customers hanging
If a customer contacts you with an enquiry, always respond as efficiently as possible. Even if you can't provide the answer straight away, get back in touch and let them know when they can expect a response. And never let your phone ring out - if you are away from you desk, ensure that a colleague is available to answer your phone or set it to voicemail. If you are visiting a customer, always arrive on time. If there is an unavoidable delay, contact the customer to let them know you will be late.
7. Don't send sloppy emails
It's all too easy to treat email as an informal communication tool, but careless mistakes such as poor spelling, strange fonts or poorly constructed sentences look unprofessional and could result in lost deals or misunderstandings. Never use CAPITAL LETTERS in emails - it looks like you're shouting. Treat email in the same way as a formal letter - always spell check, write a clear subject line, address the recipient by name, and always sign off with your full name and contact details (or use the auto-signature).
8. Be consistently courteous
There's no point only being polite and thoughtful to your superiors or clients. Always show appreciation for your team's efforts, and don't look to blame others for unavoidable situations. Extend this respect to all contacts in the business world - you never know, one day that annoying salesman may become an important client.
9. Handle conflict effectively
If you have a disagreement with a client or employee, make sure that you keep the discussion focused on resolving that particular issue - and never make it personal. Avoid raising your voice or using harsh language. Allow them to put across their case without interrupting. If you are mediating between an employee and customer, aim to give the customer the benefit of the doubt.
10. Be aware of cultural differences
Whether you are doing business abroad or within the UK, you need to be aware of the cultural differences of your business partners or customers. It is a good idea to learn as much as you can about their culture before meeting with them.