Kudos & Blunders

Cell phones make it easier to connect, but misuse pushes people away

January 18th, 2012 | Posted in Kudos & Blunders | No Comments
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Just two weeks into the New Year, I find myself cringing, wishing some people added a resolution to follow proper cell phone etiquette in 2012.

 

According to Neilsen’s most recent mobile numbers, 77 percent of the population has a cell phone and 50 percent of cellphone owners have apps. You’d think the numbers would be higher judging by the annoyance factor. From conference rooms to retail shops, mobile addicts are blurting out confidential information, cursing aloud – as if only the person on the other end of the call hears them -, or talking on the phone while checking out at a store as if the cashier doesn’t exist.

 

Reminder No. 1: If you’re in the presence of others – unless it’s an emergency or you’re expecting an important call – all of your attention should be focused on the person or people you’re with – not your technology. Let a call go to voicemail and return it later.

 

Reminder No. 2: If you have to make a call, step away from the group. Never interrupt a conversation to answer a call, email or text.

 

We all make periodic lapses in judgment with cell phone usage, but far too many people take inappropriate behavior to another level. I’m still not over the loud cell phone ring during a colleague’s funeral a few years ago – followed by a short but disrespectful conversation by the guy sitting in front of me. Three years later, there doesn’t appear to be any boundaries. From parking attendants too caught up on a cell phone to greet customers, to calls accepted in theaters, restaurants, meetings or presentations, using phones inappropriately in a workplace setting can easily distract or offend.

 

We’ve all found ourselves in uncomfortable situations that involve rude or ill-mannered behaviors in the workplace. Typing, eating and shuffling papers are all phone faux pas that lets callers know your attention is elsewhere.

 

But sometimes people bring unnecessary attention to cell phone usage. The newest situation for me: Listening to someone take a call from the stall….Really!

Ink is forever even in cyberspeak – Don’t e-mail angry

November 16th, 2011 | Posted in Kudos & Blunders | No Comments
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Have you ever received bad news in an email? If you have, you won’t forget how you felt. Chances are you either saved it or shared it – a brutal reminder that e-mail correspondence lasts forever. E-mailing bad news might be a good way to avoid face-to-face encounters, but it can also hurt people and cause awkward situations. If you use antagonistic words or critical comments, e-mail is not the place to make negative comments.

The general rule of thumb is do not send personal or confidential e-mails, especially if you’re e-mailing with bad news like firing a client or vendor, expressing anger, reprimanding someone or disparaging other people. Personally I’d prefer to receive bad news in person or even on the phone. At least that way I have an opportunity to respond.

It’s easy to get comfortable shooting off a quick email because it can seem so informal. But even now it’s still hard to determine tone – unless someone puts words in all CAPS. With more businesses connected to the Internet and relying on e-mail, knowing “netiquette” is important.

If you’re angry, I’d suggest you write out your feelings. Later – when you’re more calm – ask yourself what good can possibly come out of it? Then, consider toning it way down or even pushing delete and choosing another means of communication.

Try to avoid sending negative, criticizing e-mails. Not only do you leave a permanent record behind, you could break a business relationship and sabotage your reputation.

In sales, etiquette is crucial: Instead of concentrating on selling try listening to the customer

October 17th, 2011 | Posted in Kudos & Blunders | No Comments

Etiquette will always play a role in your job, especially in sales. There’s nothing like being in the market to buy a car to be reminded of the importance of the saying – “Don’t tell me about your grass seed – Ask me about my lawn.”
There’s no right way to make a sale. If someone really wants an item, chances are they’re going to buy it no matter how they’re treated. They just want the product, so they’ll complain later. But when a prospective customer is undecided, it’s best to do more listening than talking.
The first car salesman I met immediately asked me about my interests. Then, instead of talking about various car options on the lot, he started talking about the pride he has in working for an automaker with such an extensive warranty. After spending nearly two hours with me, and test riding three different cars, the salesman never even asked me for my phone number. Instead he told me that he hopes to hear from me again, and told me he’d find any option and color I want – once I decided what I want.
What a stark contrast from the next dealership experience where I encountered three salespeople who acted like vultures, ready to pounce before I could step out of my car. The one who approached me tried to get me to fill out a credit application before I could ever test drive a car. I lasted 15 minutes at that dealership.
Within a week, I visited several dealerships, just trying to figure out what I wanted. In the end, once I decided on a car, I had to decide which of two dealership to buy it from. It took less than 10 minutes to get the loan terms I wanted on the price I wanted to pay.
Buying a car can be a dreadful experience. But I actually enjoyed buying from the salesman who listened to what I wanted, then made it happen. Less than a week after I bought the car, he followed up with a personalized, not just with a form letter thanking me for the business, but also a personal phone call.
I’m a believer in the mantra, people don’t like to be sold, they love to buy. But you can’t underestimate the importance of being cordial, well-informed and a good listener. A good impression goes a long way in making a sale.

Texting for business: Convenient but not always the best choice

August 4th, 2011 | Posted in Kudos & Blunders | 1 Comment
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You may have heard the saying, just because it comes in your size, doesn’t mean that you should wear it. I just thought of another saying that I wish more people would embrace: Just because it’s easy and convenient to text, doesn’t mean that you should – when it comes to business contacts. Improper texting etiquette can result in a loss of business and a tarnished reputation.

Consider this: With a mobile workforce, people work and send emails at all hours of the day and night. But when an email is sent to someone’s job in the early morning hours or late at night it doesn’t matter. That’s because the recipient isn’t expected to see it until they arrive at work. But receiving a phone text is entirely different. While cell phones vary greatly, some are set to beep or vibrate when a text comes across, and if a text concerning business arrives after business hours or on a weekend, the bottom line is it can be annoying or worse: intrusive.

Although millions of people use texting every day, many don’t recognize that etiquette is still important – even with this form of communication. There’s a difference between professional business standards and more casual personal standards. For instance, when a friend sends a text, chances are their name pops up on your phone. But just because a business associate gave you their cell phone number to use for a specific reason – like a one time appointment – doesn’t mean that they saved your name in their phone when you called. If you reach out to that person a couple of months later in a text – without identifying yourself or the context of the next message – there’s a good chance that you can come off as unprofessional.

A 2010 Pew Institute study, on “Wireless Internet Use,” shows that 59 percent of American adults now go online wirelessly using either a cell phone or laptop, an eight percent increase over the previous year. In 2009, the survey showed 81 percent were using phones for something besides making calls.That number will continue to climb.
Suggestion: When you use a text for business, make sure you’ve established a relationship first, then set some parameters – if only for yourself. Just because you can text, doesn’t mean that you should.

Setting appointments with electronic communication tools – Have we gotten too comfortable?

July 27th, 2011 | Posted in Kudos & Blunders | No Comments
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A friend set an early morning conference call by phone followed by an email confirmation. But at the agreed time the other party never showed up for the conference call. Things happen. Sometimes people drop the ball. But instead of her receiving a phone call at some point during the day to acknowledge the mistake – and apologize – she received a mobile message requesting another morning conference call the following day. Talk about disrespect. A mobile message with a new time and an option: Accept or Deny. Hmmmmm….Really?

Without question mobile technology can add elements of ease, convenience and efficiency to our lives. But it’s also become an avoidance tool. The mobile trend is going to continue to flourish, but overusing the technology can be detrimental to business relationships.

If you miss an appointment that you set in writing don’t ignore it and then act like nothing happened. Pick up the phone. People are busy and it’s unprofessional to waste someone’s time – especially when you’re dealing with a three-hour time difference. At the same time, nobody is perfect. If you make a mistake, acknowledge it and move on. Don’t get so comfortable with technology that you forget to be responsible.

Does everything have to go online? Consider future employers

May 31st, 2011 | Posted in Kudos & Blunders | No Comments
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When I got an email notifying me that photos from my weekend high school class reunion were uploaded on Facebook, I immediately got excited. It was a chance to see faces that I hadn’t seen in more than 20 years, participating in out-of-state festivities that I hated to miss. Meanwhile, just a couple of hours earlier, a teenage girl had whipped out her smartphone and videotaped my daughter and her friend practicing a dance routine for a talent show that still needed work. She had been helping the little girls, so I couldn’t believe when she announced plans to put the video on UTube. I thought she was taping them for her personal use to help them further a couple of days later. It was a brutal reminder about why a recent story I wrote about job prospects for recent college graduates included tips from experts reminding young people to keep a professional image online.

In a tight job market, you’ve got to do more than just bring your A game to an interview. College career counselors, job
placement, corporate executives, small business owners and an economist offered various tips for graduates to help them land their first job. They included being patient, strategic and organized. They also advise using networking contacts to the fullest, especially LinkedIn. No job board or online database beats a personal introduction from someone inside a company you’re targeting. But remember, employers also use the online networking tool to identify candidates based on background, experience
or degrees.
LinkedIn is a professional site that just went public. But make no mistake, employers also do random searches on search engines and other social media. That’s why I’d say it’s worth repeating. Make sure your social media profile reflects professionalism.

Ladies: Get noticed for the right things – not tacky toenails.

May 1st, 2011 | Posted in Kudos & Blunders | No Comments
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Warmer spring weather may mean you can finally put away rain boots, but don’t be too eager to slip on sandals or flips flops just yet. Put some thought into sprucing up your toe nails and foot heels first.
Noisy plastic or leather flip flops are never appropriate footwear for the office. But except in conservative offices or industries, sandals are generally fine. No matter what your office policy is, just remember nothing kills the look of chic attire faster than tacky-looking feet in open-toed sandals.
For more than a decade – women like myself – have been the recipient of a humorously written “Summer Shoe Pledge.” It starts out, “As a member of the Cute Girl Sisterhood, I pledge to follow” – a list of rules.
They include:
I will go polish-free or vow to keep the polish fresh, intact and chip-free. I will not cheat and just touch up my big toe.
I won’t wear pantyhose even if my misinformed girlfriend, co-worker, mother or sister tells me the toe seam really will stay under my toes if I tuck it there.
You get the drift.
No matter how casual your office setting is, leave the flip flops and casual sandals for the weekend, and if you bare your toes, make sure you’ve had a pedicure.

Workplace interviews after college graduation: Don’t let food be a distraction from your best offering – You

March 2nd, 2011 | Posted in Kudos & Blunders | No Comments
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Nationwide, more colleges are putting dining etiquette on their menu of offerings for seniors – but not in the form of classes. They’re hosting dinners in preparation for interviews with prospective employers.
They know that students who get invited to a meal during the hiring process generally means they’re among the top contenders. In this economy, I wouldn’t take that lightly.
The key message they’re trying to drive home is that although a restaurant is a much more casual atmosphere than an office, you’re still being evaluated. Employers want to know you can interact with customers and co-workers.
Usually, any senior can sign up for the free (usually alumni-sponsored) meal. For a lot of students that’s reason enough to pay the only cost: Wearing a business suit for entry. But one of the first tips they generally hear is that even thought they can expect a full-course meal, they should never go to a meal interview starving. Eat a small snack before the meal so the focus is on the conversation – not a growling stomach.
From offering tips on conversation starters to table talk and basic table manners, it’s all part of getting along in the business world after graduation. Sometimes the best thing to do is what everyone else is doing. But remember to listen twice as much as you talk.
In Northeast Ohio, just last week, both Cleveland State University and the College of Wooster held etiquette dinners.
Hosting the dinners is a passion for Ken Bogucki, president of Wooster Hospitality Partners. In preparation for hosting an etiquette dinner a few years ago, he told me he does it for one reason: He wants students to understand that every part of the meal is part of the test. It’s important to consider how you order, what you order and your table manners – so social graces don’t become a deal-breaker.

A sampling of his advice:

If alcohol is offered, pass.

Leave the napkin on your lap until everyone is ready to leave. Don’t use it as a tissue.

Order something in the middle price range that isn’t hard to eat.

Keep up with the news so you’ll have topics for small talk. Shyness is not an asset.

“The meal is a chance to sell yourself, not so much to enjoy yourself,” Bogucki said.

Avoid business meal blunders: You invite – You pay

February 11th, 2011 | Posted in Kudos & Blunders | 1 Comment
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When you’re out with friends, deciding who pays for a meal just happens naturally. But in business, if you invite someone to lunch or dinner to discuss business you should always expect to pay.

If you really want to make good impression, you’ll arrive early to take care of every detail from coat check to parking tips. And you’ll introduce yourself to the maitre-d’ or host before your guest arrives, so that you can provide your credit card prior to seating. That way, handling the check will be seamless. Without question, actions speak louder than words. Taking care of these details are just another way to show your client or prospective client that you’ve got it together.

If an associate invites you to discuss giving you their business or investing in yours, you should at least offer to pay the bill. If they want to pay, you should offer to at least pay your half. Then leave it at that. Never fight over a bill if someone else offers to pay. Simply thank the person and offer to pick up the tab the next time.

Funny thing is what often appears to be an embarrassing situation for one person – doesn’t seem to faze the other. For instance, Robin Jay, author of “The Art of the Business Lunch,” says a printer invited her to lunch to discuss getting her business. They had a nice lunch. Then the check came. And it sat there…and sat there. Finally, she said, “Well, let’s see what we have here.” The printer reached for his wallet and said, “Oh here…let me…get the tip.” She was astounded. Did he get her printing business? I think not. He lost a sale for thousands of dollars simply because he invited her to lunch and failed to pick up the check.

If you invite someone to lunch to discuss business opportunities, consider the tab just another cost of doing business. It takes time and effort to meet people for lunch. Your goal should be to make an invited guest leave a restaurant feeling like it was well worth it.

Clients don’t care about your home office location – It’s all about quality and service

January 24th, 2011 | Posted in Kudos & Blunders | No Comments
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Without question, everyone is not cut out to be an entrepreneur – especially if they work from home. Successful home-based business owners know something about creating a work environment that’s conducive to conducting business.

People often decide to start businesses during times of high unemployment, transitioning from employee to entrepreneur. One of the biggest myths about running a home-based business is that it’s easy. You may be able to work around your personal life, but you’ll likely be working at least as much or more than you would for another company.

Those that succeed don’t subscribe to the myth that they’re not as serious because they choose to work from home instead of an office building. Quite opposite. They’re smart to save money in a virtual society. They’re comfortable meeting clients at their businesses or restaurants. And when clients come to their home you won’t find them talking about the need to tidy their home. The route to their formal work area is clean and clear.

Northeast Ohio’s largest chamber of commerce claims 15,000 members, and a third of them work from home. Nationwide millions of people work from home. I’m talking about 12 percent of the country’s population. They’re no different from any other family with toddlers or teens – except they understand that every impression they make during business hours is a business one.

Here’s a few tips to help entrepreneurs who work from home maintain a professional image.

*Have a separate work space and establish a closed door policy- That means make sure your children and family understand that that room is off limits

*If children or pets are making a lot of noise – allow voicemail to answer the phone.

*Get Organized – When you’re organized you’ll have less work because things are in their place.

*Dress the role you’re playing each day- One of the biggest benefits of working from home is that you can conduct business in pajamas, khakis or jeans. But if there’s even a remote chance that a client or vendor may drop by, you want to look professional. There is one other reason to choose slacks some days instead of a sweat suit – it affects how you feel and how you project.

*Coordinate your home and work schedules – Think about how your home life might interfere with your work life and adjust accordingly.

Just remember – Life happens. One small business owner told me that he thought he was prepared for a conference call with a back-up line and tape recorder. But he just wasn’t prepared for the mailman to arrive while he was on the phone, sending his dog into a frenzyl

That’s okay. Entrepreneurs also know a little something about moving to problem-solving mode.

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