Do Your Employees Pass This “Easy” Etiquette Audit? by Jodi Smith

When the Dow goes down, manners matter more.

Yes, believe it or not, the etiquette consulting field is a recessionary business.

Think about it, when you have a choice between two restaurants, both in the same area, both in the same price range, both with solid menus, and one makes you feel like Norm walking into Cheers when you come through the door and the other can barely be bothered to take down your name as you wait for a table…

Where will you be more inclined to spend your hard earned money?

Savvy business people know that good manners are good business. Your employees’ ability to engage customers and clients is a major competitive advantage.

People do business, shop, and dine with people we like in environments where we feel welcomed. Not sure how your business is perceived? Here is an easy etiquette audit.

Etiquette A, B, C’s:

• Are your employees attired appropriately? This need not be the latest Paris fashion. Neat, clean and well groomed is a great start.

• Are your employees well behaved? They should arrive before the start of their shifts, turn off and put away their cell phones, and interact appropriately.

• Do your employees communicate professionally? This includes avoiding shouting, swearing or slang while at work.

Are your customers greeted graciously?

• If in person, employees should make eye contact, smile first and ask “how may I help you?”

• If over the phone, employees should have a smile-in-their-voice tone, greet the customer, identify the business and identify themselves. “Good day, ACME Corporation, Wiley speaking…”

• If on voicemail, the message should be warm and informative. “You have reached ACME Corporation, Order Fulfillment Department, Anvil Orders only; please leave your name, number and a brief message, or press “#” to reach a live operator.”

When there is an issue, are your employees able to handle the situation?

• Step 1, listen to the customer’s issue and paraphrase the situation back to insure the problem is understood.

• Step 2, ask the customer for potential resolutions.

• Step 3, put the customer on hold or walk away for a moment to gain clarity and/or approval to solve the issue.

• Step 4, share resolution with the customer and thank them for their business.

Do your employees truly thank customers?

• In retail establishments, “Here you go” is not a thank you. The customer should be looked in the eye and told “Thank you for your business.”

• In restaurants, customers should be told “Thank you for dining here.”

• In businesses, customers may be thanked in person or in writing. Do not underestimate the power of a handwritten thank you note. And, of course, for bigger sales/deals, gift baskets go a long way towards building good will.

Still not sure how your customers feel about you? You had better ask them.

The majority of customers avoid confrontations and will vote with their feet. The next time they are in the market for goods or services, they will walk right past you to any one of your eager, and perhaps more polite, competitors. Customers should never be taken for granted. Use your good graces to make them customers for life.

Jodi R. R. Smith is a nationally known etiquette expert and author. She is the president of Mannersmith Etiquette Consulting. She can be reached at www.Mannersmith.com

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