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Business Etiquette
Business Etiquette is about how to conduct your business with other businesses and clients - by showing respect and consideration Above all act with integrity Show courtesy and good manners - always Practice business etiquette at every opportunity; on the phone; face to face; with your clients and your suppliers and don’t forget your employees. Without them you are nothing – not even a big fish in a small pond Don’t keep clients waiting while you wind up another task. Go out personally to ask for a brief deferment, apologise and invite them to use the facilities; tea, coffee, magazines or whatever else is on offer while they wait Introduce people by name and with dignity. Make a brief statement of how they fit into the business Never be caught without business cards. Hand them over with pride and confidence and don't forget to smile If you use an answering machine or voice mail for incoming calls keep the outgoing message as clear and concise as possible with a minimum of options. Leave the lengthy menu options to government departments and large organisations. They seem to specialise in rudeness If you have a web site and provide online help make sure your 'help staff' are helpful and competent. Be sure that they do not take out their frustrations on your clients and alienate them from you. Always provide a separate email address for complaints to be reviewed by someone responsible and in a senior position. You may come in for some nasty shocks from this source (smile) If you employ a receptionist to answer calls make sure that he/she is competent and will do so professionally and shows courtesy to all callers. Occasionally, ask your clients for feedback about this important first point of contact Always dress smartly, preferably in a suit for business meetings Keep calm. Do not lose your cool Don’t shout or pound on the table – take a few deeps breaths instead Speak softly and clearly whilst making good eye contact Business etiquette is to have respect for other people’s rights and feelings The old adage that the customer is always right still holds good Apologise if you are clearly in the wrong. If in doubt, apologise anyway. It’s no big deal and brings closure to a fruitless situation Never answer a complaint or grievance with, "Unfortunately ...." (followed by an excuse). Develop a reputation for fixing problems fast. Say instead, "This is your lucky day, for I am going to sort it out right away." And then make sure you do Accept an apology graciously and with compassion If there is conflict, do not get personal in your remarks Practice
E-mail etiquette
Do not dominate the meeting. All communication must take place through the chairperson if one is appointed Do not interrupt another speaker If you must interrupt, pick your moment and apologise first Pay close attention to the proceedings. Speak only in turn Do not leave the meeting until it is closed by mutual agreement Give written quotes for services with estimates for contingent items Abide by your quote and don’t load up for your own mistakes or greed
Business Etiquette for Supermarkets, Banks, Shops (and Government Agencies) please show consideration:
1. Do not insult your customers/citizens by allowing long queues to form at the checkouts/counters by closing down too many of them at a time. That's treating them with contempt 2. Have sufficient uniformed, knowledgeable, well trained staff visible to answer your customers’ questions or to give directions. The practice of employing young people, albeit at low wages, is laudable. To properly train them in customer service is venerable 3. Keep your premises clean and well stocked. Unstocked shelves really irritate your customers 4. Have ALL your prices/signs clearly marked in LARGE print for the aged or people with poor eyesight 5. Provide seats for the elderly to rest for a spell during their shopping trips 6. Do not block the aisles during peak shopping hours with products on display or awaiting restocking of shelves 7. Acknowledge the presence of customers that are waiting to be served. Do not ignore them completely as if they are not there, it's rude. Smile and say, "I'll be with you in a moment". That may keep them from wandering off out of your shop
We have seen a young person operate two cash registers at a time to keep the queue short. To say that we were impressed would be an understatement. We need more people like her!
If you have encountered any of the above breaches of business etiquette please send an e-mail of this page to the proprietor of the shop and to your friends to do the same (simply copy and paste the above address into the body of the e-mail). Do not hesitate to express your dissatisfaction with the way they have treated you. If you have found this information helpful, please feel free to forward an email to your friends and business associates with a link to this page. You are welcome to link your web site to our page "Business Etiquette" if it helps to improve customer relations and generate more business (smile). Together we can create a better shopping experience for our customers, for without them we will have no business.
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