Business Manners
August 16, 2006

Q:  I would like your feedback.  I am a general contractor.  I was hired by a couple recently and felt really comfortable with them.  I got to work, did what I thought was a good job, and joked around with them.  One day, they just let me go, telling me I said something inappropriate.  Do I have to watch everything I say? -- Scott, Washington

A:  The short answer is, yes.

Now, it is true that we are living in a more relaxed age, and for the most part that is good. Dressing more casually more often and acting less formally has made business a friendlier endeavor. Do you miss your tie? I don't.

But there is a danger with all of this friendly casualness, and that is this: It's still business.

Your boss isn't your friend in the office, she is your boss. Too much friendliness can be easily misinterpreted. Your employee isn't your friend, he works for you. Your customer is your customer. Sure it is nice to be open and make a few jokes but one drawback of this new age is that the line between business associate and casual friend has been blurred, and the consequences are potentially serious.

Misunderstandings that might easily be remedied in your social life can become fractured business relationships. By mistaking a customer, or boss, or associate, or employee for a friend, when really all they are is a business acquaintance, you run the real risk of having an otherwise offhanded comment or action taken wrong.

Remember: It's still business, so keep these points in mind for you and/or your staff:

Mind your manners: When you leave a store, they should be thanking you, not the other way around. Please, thank you, you're welcome, excuse me, gesundheit, opening doors, and acting polite still have a place in the business world.

Be on time: Occasional lateness is fine, but your word is your bond. If you say you are going to be there at 3:00 and get there at 3:10, what does that tell people about your level of commitment, your ability to follow-through, or your respect for their time? Little things are indicative of big things.

Use body language: Look customers and co-workers in the eye. Have a firm handshake. Make eye contact. Smile.

Dress like a grown-up: Just because you can wear shorts and sandals to work, doesn't mean you should. Even the "Casual Friday" look can be taken too far. Don't miss a spot shaving, wear deodorant, and avoid wrinkled clothes.

Have meeting etiquette: Stand up when you meet someone new. Introduce yourself, and others. Do your part to keep the meeting on target and under time. Don't be the guy who has something to say on every point. We don't like that guy.

Read business cards: When someone hands you a business card, take the time to look at it, read it, and even comment on it instead of just shoving it in your pocket. That simple act makes you seem engaged and attentive.

Write well: The instant message culture can lend itself to an IM-style of writing, but avoid the temptation. Even when dashing off a quick email, use capital letters, check spelling, punctuation, and grammar, and remember that e-mail is not a nuanced form of communication; casual comments or jokes may be lost in translation.

Have phone manners: Strive to return phone calls within 24 hours. Avoid putting people on hold for more than 30 seconds. Keep your voice mail system quick and simple.

Watch what you say: There are laws about what is and is not proper discussion and behavior in the workplace. The upshot? Be appropriate.

Keep private things private: Finally, remember that some things simply do not need to be shared with co-workers, either intentionally or negligently. Speak softly when having a private phone call. Avoid sharing too much detail.

Manners are a simple way to keep the ever-changing line between business and casual clear.

----------------------------------------------------------------------

Today's tip: Did you hear about the entrepreneur who started with a red paper clip, traded it, and kept trading for better things until he eventually traded for a house? It's a great story and lesson on the unfolding power of the Internet.
 

Back to "Ask an Expert"          MSCE Home

Batesville Memorial Public Library