02/ 23/ 2005
by Judy Artunian
If you have ever doubted the truth of that old adage that first impressions are everything, think back to the last time you were in a crowded business setting such as an industry convention. Throngs of businesspeople are introducing themselves, shaking hands, exchanging business cards and small talk, and then moving on. Which contacts will you remember the next time a business opportunity arises? Probably the ones who, in those fleeting moments, managed to convey their confidence and professionalism.
According to business etiquette experts, it's the details that count during those first few minutes. But in the rush to make meaningful contact with someone who could bring you new business down the road, it's easy to forget what those details are. Here is a cheat sheet:
Introductions. Stand up when you introduce someone and when you are introduced. If someone you are meeting for the first time is about your age and position, it's acceptable to use first names. However, if the new party's corporate position is higher than yours, use an honorarium (such as Mr. or Ms.) unless you are asked to use first names.
When introducing several people to each other, introduce the highest-ranking person first. If you forget someone's name or job title, apologize. If you are comfortable using humor, make light of your poor memory.
The business card exchange. When someone hands you his business card, hold the card by its edges, thank the person and read the card. You can inadvertently convey disrespect if you grab the card and simply shove it into your pocket. Absorbing what is on the card not only shows that you are interested, it also gives you a chance to learn something about the person and the company that could help you transition into a meaningful conversation.
After the introduction. Ask about a person's work or company, or how the weather is in Toledo. People are flattered when others show sincere interest in them. If you are asked about your products or services, provide a brief overview, but don't make a sales pitch. Learn to make polite small talk — that means being able to discuss current events and other matters without injecting controversial comments.
Table manners. Can't remember what to do with your knife after you've finished your meal? Grab an etiquette book and review basic table manners. You never know when a client might be sizing up the way you wield your knife and fork.
First impressions via voicemail. If you are stuck with voicemail as your first mode of contact with a business associate, speak in a friendly manner and deliver a message that is brief and to the point. One of the biggest pitfalls of voicemail is the temptation to provide every last detail of the reason for your call. The result is often a rambling message that could undermine your image. On the other hand, if you are in too much of a rush to get off the phone, you may come across as gruff or apathetic.
First impressions via e-mail. Keep your e-mail messages professional. Remember that your e-mail message could be forwarded to just about anyone and archived for years. Therefore, before you send an e-mail, ask yourself: if this message is the only example of my work that my customers or colleagues see, would I want to be judged by it?
Conducting business with other cultures. If you have customers overseas, or if you deal with people in the United States who are from other cultures, take the time to understand any potential cultural differences. For example, in some cultures it is considered impolite to look an authority figure in the eye. In Asian countries, the way you handle your host's business card is critical because business cards are considered gifts.
Finally, share what you have learned about etiquette with your employees. The first impression they leave on others could reflect on your company, and on you.
