Have you ever thought about how much rudeness may be affecting
your bottom line? What is the cost to your company when you or
the people who represent you lack proper manners? Do you know
how many clients are turned off by employees who would rather
carry on a conversation with each other than with the person who
came to purchase your service or product? Can you count the
number of people who hang up and call someone else because the
person who answered your phone put them on hold without asking
permission? How does the client rate your professionalism when
the employee who welcomes him to your office looks as if she is
dressed for a day at the beach? Do your employees understand
that it is more offensive then friendly to call the client by
first name unless asked to do so? Are your employees treating
each other with courtesy and respect? Do they honor the
invisible walls of each other's cubicles? Do they work as a
team and help each other or do they act like cast members on
Survivor?

In today's fast-paced business world where too many people claim
that they don't have time to be nice, it's easy to overlook the
details that can help you grow your business, increase your
profits and build long lasting client relationships.

Try taking this quick true/false quiz to test your own business
etiquette expertise. Then run it by your employees.

1. Business etiquette is based on rank and hierarchy. True/False
2. If the information on your business card is incorrect, draw a
line through it and write the correct information on the card.
True/False
3. Business casual means dressing down one notch from business
professional. True/False
4. In today's relaxed business environment, it is not necessary
to ask your clients' permission before using their first names.
True/False
5. Callers do not mind holding for information as much as
holding for a person. True/False
6. You don't have to smile or make eye contact with your
customers unless you feel like it. True/False
7. Handwritten notes are out of place in the business world.
True/False
8. A man should wait for a woman to put out her hand in business
before offering his. True/False
9. When composing an e-mail message, complete the "To" line
last. True/False
10. Small talk around the office is a waste of time. True/False
11. People can hear you eating, drinking and chewing over the
phone. True/False
12. If you receive a call on your cell phone when you are with a
client, look to see who is calling, but don't answer it.
True/False

Answers:

1. True. In business, you always defer to the senior or highest
ranking person, regardless of age or gender.
2. False. Handing out business cards with information that is
outdated or crossed off is unprofessional. Have new cards
printed immediately.
3. True. Business casual is not an excuse to wear your favorite
old clothes to the office. It is still business, and everyone
needs to look professional.
4. False. Don't assume because our work world has become more
informal that you can call clients by their first name. Use
their titles and last names until they ask you to do otherwise.
5. True. Clients will wait contentedly while you search for
information, working on their behalf. However, if they have to
wait more than thirty seconds for you to come to the phone, they
begin to wonder how much you value them or want their business.
6. False. This is only true if you are planning a
going-out-of-business sale. Every client deserves a genuine
smile and eye contact.
7. False. Handwritten notes have become almost as extinct as
the typewriter. You will stand out from your competition every
time you send off a short note written in your own hand.
8. False. Every woman should be prepared to shake hands as soon
as she meets someone in business. For either a man or woman to
hesitate could indicate a lack of confidence.
9. True. You can send e-mail without inserting an attachment,
without checking for grammar and punctuation and without a
subject line; but you cannot send e-mail without an address. If
you wait until you have carefully proofed your message and added
all attachments before you complete the "To " line, you will
never be embarrassed or have to apologize for your mistakes.
10. False. Small talk carried on at the right time, in the
right place and on the right subject is a great way to build
relationships among co-workers.
11. True. Mouth noises are even louder over the phone. Just
because your clients can't see you eating those potato chips
doesn't mean they can't hear you munching on the other end of
the line.
12. False. It is just as rude to pull out your phone to see who
called as it is to have it on and take a call in front of a
client. Turn your phone off and check your messages later in
private.

If you had trouble with any of these questions, your employees
will, too. If you want your employees to be at ease in business
situations, to represent you well and help build your business,
give them the information they need. If you haven't done basic
business etiquette skills training lately, do it now. Don't let
rude behavior cost you business.

Make sure that your employees know how to handle clients over
the phone, that they understand the importance of being attentive
and alert to clients' needs, that the value other people's time
and that they can deal with difficult people and situations with
grace.

No one is born with good manners. People have to be taught, and
from time to time, they need to be reminded of what they already
know.

(c)2006, Lydia Ramsey. All rights reserved. Reprint rights
granted so long as article and by-line are published intact and
with all links made live.

Lydia Ramsey is a business etiquette expert, professional
speaker, corporate trainer and author of MANNERS THAT SELL -
ADDING THE POLISH THAT BUILDS PROFITS. She has been quoted or
featured in The New York Times, Entrepreneur, Inc., Real Simple
and Woman's Day. For information about her programs, products
and services, e-mail her at lydia@... or visit http://www.mannersthatsell.com">http://www.mannersthatsell.com