NFIB

Seven Refresher Tips on Business Etiquette
04/ 23/ 2004

by Maggie Flynn

As the owner of your business, you understand the value of every single customer who walks through the door, and you treat them accordingly. But do all of your employees treat them with the same care when you aren't around? It can never hurt to remind your staff about some of the little things that make a big difference. Start with the following:

1. Answering the phone
Make sure your employees say more than "hello" when they pick up the phone. Remind them to state the name of your business, their own name and inquire how they may help the customer in a sincere and helpful tone.

2. Putting customers on hold
Though it is a common part of conducting business over the phone, no customer enjoys being put on hold, even if you play good music or an interesting message while they are waiting. Make sure your employees are making the experience as painless as possible for the customers. Instead of simply saying "please hold" and pressing the button before the customer has a chance to speak, ask, "May I put you on hold for a minute?" and wait for the customer's response. If it will take longer than a minute or two to get back to the person on hold, ask if they would prefer to be called back. If the customer leaves a phone number, call them back as promptly as possible.

3. Returning messages
Few things are more annoying to customers than having to repeatedly call a business and leave messages, wondering if and when they will hear back from someone. Make it a policy that all messages left in the morning will be returned by the afternoon. Afternoon messages will be returned the next morning at the latest. Even if employees are still tracking down information for customers, they will appreciate an update as opposed to just being left to wonder.

4. Acknowledging every customer who enters your business
While most customers don't appreciate the sales associate who won't leave them alone, very few would object to a simple greeting along the lines of, "Hi. Please let me know if there's anything I can help you with today." Make sure your staff members say something to make every customer -- not just the ones who look as if they have a lot of money to spend -- feel welcomed and appreciated.

5. Punctuality
If a customer knows your store opens at 10, imagine her consternation if she's left standing outside of a locked door until 10:30. Open the store on time. If you always open and close your business, make sure that your oldest and most trusted employees have a set of keys, in case of emergency.

Additionally, encourage your employees to arrive at work at least 15 minutes early if they have appointments with specific clients. Customers that show up ahead of schedule will view your business as especially accommodating if your employee is still able to see them right away.

6. Proper business e-mail usage
Treat e-mails the same as a business letter. Always include a greeting, even if the message has been going back and forth for several rounds. Remind employees that, while it is fine to employ emoticons (the sideways smiling or winking faces made from colons and parentheses) in their personal e-mails, these are far too cute to be included in business e-mails.

7. Workplace cell phone usage
Encourage your employees -- especially those in customer service -- to leave their personal cell phones at home or in the car. If they do need to bring their cell phones to work so they can be easily reached by their child's day care, etc., then make sure their phones are set to vibrate instead of ring. If your employees must take a call, have them do so away from customers. Your business will emit a much more professional air when customers do not have to hear your employees going on about their personal business.

A few small steps including manners and etiquette in your business can make a big impact on customers. From the front door to the phone, and every point in between, being treated with care and sincerity will bring customers back time and again.

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