Last week’s blog about the etiquette of referrals sparked an entirely new set of questions and comments about overall etiquette in business. Clearly, we are all facing this issue, so here’s my five cents:
- Remember that E-mail is Often The Worst Communication Medium – If you are trying to convey a difficult concept, approach a confrontational topic, or begin a critical conversation, email is NOT the answer. As we know, but often forget, the nuances of language, expression, tone, inflection, eye contact and body language are all lost in a flat, one dimensional e-mail. Irony and humor are also difficult. So, if in doubt, pick up the phone or better yet, schedule a meeting.
- Have the Courage to Say No! – I am appalled that I have created proposals for prospects and on occasion, they have been met with absolute silence: no return phone call, e-mail, or contact whatsoever. Since every single company here requested the proposal, I believe every professional should have the courage to turn down the work. Whether you tell me why is up to you, but leaving a vendor hanging is inexcusable. (Trust me, I am tempted to forward this blog to a few nameless souls!).
- Pepper Your Language With Positives – I recently finished a first draft of an article for a client, and not one positive word or phrase was uttered. Instead, the conversation started with “there are 5 errors in your copywriting.” Of course! I was given nothing to work from and created this copy out of clean air! Just a little, “Liz, great first effort as I know I forgot to forward you my resume or bullet points” would have been great. Just as with raising your children, giving positive feedback is as important as giving negative feedback.
- Return Phone Calls or Emails – Can you believe that I really have to write that statement? I have two clients that recently auditioned for a reality TV show; did they receive any feedback? No? Were their specific questions answered? No! Did they ever get a return phone call? NO! I recently took the time to return a phone call from a local IT provider to let him know that I am not a good target. Getting me off his list allows him to focus on more viable prospects.
- Try a Little Honesty – I am besieged with LinkedIn requests for recommendations, but my rule is that I will not write one until I have actually worked with the person or in the case of a fellow speaker, have heard them speak. I answer them truthfully that I would be delighted to write one after we have worked together. By the same token, if a colleague has written a draft of a document and asked for my feedback, I owe them the truth. Yes, I will pepper it with positives, but I would be doing a huge disservice if I didn’t get in a little honesty too. As I say, “sometimes, you do have to tell the parents their baby is ugly!”
I’m sure all of you have your business pet peeves. Fire away and let me know!
Until next week…..Liz
Branding speaker and expert Liz Goodgold has over 25 years of experience working for clients such as Quaker Oats, Times Mirror, and Arco Oil as well as with small business owners and start-up. Her specialized, one-on-one branding and coaching programs spark new ideas that deliver sure-fire results. To find out how Liz can help you, contact her at liz@redfirebranding.com. Liz is also the author of RED FIRE BRANDING: Create a Hot Personal Brand and Have Customers for Life and DUH! Marketing.
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{ 10 comments… read them below or add one }
These are all great, thanks for sharing them.
I personally have a difficult time telling someone no. I hate conflict, but then again I absolutely agree that it is wrong to leave the person hanging.
Even though I like to email people so that the can read it when they want to, calling is more effective—when you get through to them. I think you have to consider the style and personality of the people you are trying to communicate with. Short emails with good subject lines can help you get to the phone call you want. Sometimes I write, “when would be a good time to call you?” I would love quick feedback too like,
“not interested at this time” “yes, we need to talk more.” or “we received your material and are reviewing it” Everyone should treat each other with this courtesy. Thanks for the post
Twitter: heathall
October 19, 2009 at 2:37 pm
One of my business pet peeves is when people subscribe you to their email list and then start spamming with their products and programs.
Another is when publicists add you to their list and send you a million releases that are NOT related to what you do AT ALL.
Erika–I agree with you. The phone is quick and effective, email is darn convenient.
Heather
Everything you mentioned in this article is VERY important. I am constantly scratching my head at the lack of etiquette and courtesy in business. I’m confident as we apply these principles, we’ll discover that people will trust us more on a personal and professional level – trust is a key element to a thriving business.
Oh, I LOVE an email that works to schedule a phone appt; efficient and effecive!
Great article, the one that bothers me the most is a client asking for a proposal and never says anything about it. Just say no or it’s not what I am intrested in. I even had a client go as far as setting up a time for a call to discuss the proposal and stood me up twice, my time is important too!
It’s so easy to forget that etiquette is simply about being respectful and considerate of others. Business interactions are no different than any other social interaction but sometimes we get so caught up in getting things “done” that we forget. Thanks for reminding us – not to forget
.-= Tracy Young´s last blog ..Gossiping at any age is still mean girl behavior =-.
Twitter: heathall
October 19, 2009 at 5:41 pm
Great point, Tracy. In our effort to be efficient, we sometimes forget our manners.
You’re right–business interactions are no different from other social interactions and we need to remember that & have common courtesy.
Do unto others…
Heather
Love this straight forward and candied post on business etiquette. Surprisingly, as basic as these 5 rules are in business etiquette, an occasional reminder is necessary. In fact, I’m going to actually print this out and post it on my wall. I think rule #4 with a generous dose of #3 is an absolute must business practice in today’s digital/social media age. Communicating virally is so impersonal and lacks the nuances of language which is why peppering your messages with positives, as Liz eloquently puts it, is so important.
Great post!
Good points, I totally agree. It is just rude not not reply and I truly believe that it is best to lovingly be honest no matter if my answer is yes or no. The feedback provided is hopefully helpful. I have had moms ask me to consider their product and we have communicated back and forth sever times and in the end I have had to say no and as lovingly as I could, told them why their product was not the right fit for our site. It often takes a bit of time to explain my reasoning. What has bothered me is when I get no reply whatsoever back after that. I felt that after investing the time to give them feedback, it would be appropriate for them to offer a reply, even if it was simply to say “Thank you for your feedback and for taking the time to consider my product.”