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Carol Roth

From work and family obligations to the omnipresence of technology, we live in a time where everyone is extremely busy and wrapped up their own lives.

As a result, the basic rules of etiquette sometimes fly right out of the window! But as businesses struggle for differentiation, etiquette is really more important than ever.

1. Always be on your feet!
Stand when meeting someone and/or shaking hands. Nothing irks businesspeople more than seeing someone new in a business (or personal, for that matter) setting, and remaining seated while being introduced and/or shaking hands.
Get on your damn feet! Stand up, show a modicum of respect, and pretend like the person you are meeting is of some interest to you at the moment.

Anything less is, well, just disrespectful. Is that really how you want to start a new relationship?

2. Call back
If you want to come across professionally (and even classy), return phone calls promptly. It’s good business etiquette, and besides, it’s something that your competitor may not even be doing!

3. You are right!
Spend your time telling your potential customers what they do right and not what they do wrong! If you tell your prospect that she/he made the wrong decision by going with your competition rather than what is right with your company — you are trying to shame them into doing business with you. It won’t work. Tell them what they do right and they will continue to do right by saying YES!

4. Play the game by the rules
I’m a big believer in the concept of paying it forward. I’m always introducing people who may be great business contacts, regardless of whether either one will ever do work with me. It ALWAYS comes back to you. However, I recently met with someone who wanted me to open my contact list to him, yet he said that he was unwilling to make the same type of introductions himself. He not only isn’t getting any introductions, but he also left a horrible impression on me. Give and you’ll get back, I promise.

5. Understanding other languages
The first time I worked in Japan, I went into the office every morning and my Japanese co-workers would greet me with “Ohio”. I would reply “No, I’m from Iowa”. Everyone would then look at me funny and go on about their business. I found out later that “Ohio” is short for “Ohio gozimasu” which means good morning in Japanese.

6. The art of appreciation
Impress your clients and joint venture partners by communicating appreciation. Stating “thank you” will elevate you above competitors. Whether large or small, the gesture will have an impact.
Use thank you cards to JV partners. Send a small gift to a new client. Create an email template you can personalise.
If an assistant took initiative on a project, give her a gift certificate. Decide the best way you can say thank you to others, then create a system. Write it down to automate and repeat.

7. Always use spell check
There is a reason programmers included a spell-check function in our software. Whether it’s email or a hard letter or document, it is imperative that you not use shorthand or texting acronyms in business correspondence, and for heaven’s sake, spell your words correctly. The pinnacle of rudeness is not caring enough to take the time to make your communications clear and correct.

8. Be careful what you order
To be nice to a colleague, I once shared an entrée at a business dinner at an Italian restaurant . . . total disaster. We got lobster bibs and enough food to feed the entire table. We looked like we were right out of “The Godfather.” Be smart about what you order.
Also, learn table manners. Knowing what to do allows you to concentrate on the conversation, not on which fork to use. Good manners make you look polished and poised.

9. Say my name!
DO use other companies’ names. DO NOT use oblique language like “my web guy” or “my marketing company” — it’s so much more polite and useful to make personal references. DO thank people who’ve helped you on your website by using their name. Do know how to spell and pronounce the names of all individuals and companies with whom you do business. It may sound trivial, but we all like to be called by name.

10. Lack of training
Each year, we sponsored a major conference. I made the reservations with a local national hotel for the keynote speaker myself with the hotel’s meeting co-ordinator. When the speaker arrived, she was told that she did not have a reservation. The speaker called me and I called the co-ordinator. All was well or so I thought. At 3am the speaker was awakened by room service to deliver a wine and cheese tray as an apology. We should apologise for our blunders, but 3am is usually not the best time.

11. Check your CC
A former client accidentally copied me on an email that I was not supposed to see. He was forwarding our correspondence to a competitor of mine. The message he sent revealed that he was simply fishing for information from me on behalf of his friend/competitor of mine. I admit that I did not feel the least bit badly in replying “Are you sure you meant to copy me on this?” Needless to say, I did not hear back from him.

12. Cell phone etiquette
In today’s information age, managing emails, text messages, and phone calls takes considerable time. During business meetings, whether at your office, the office of a client, or even lunch, it is important to recognize that answering phone calls, checking emails, or sending text messages can be very disruptive to the meeting and conveys a message to the participants that they are less important than the party on the phone. Cell phones should be turned off and be out of sight during meetings.

13. Check your attire!
A female speaker hired for a wintertime engagement made the fatal step of NOT researching her audience sufficiently. She arrived at the engagement straight from the airport, without checking into the hotel first. Imagine the shock and dismay of the audience when she arrived in a full-length fur coat, leather skirt, and boots to speak before a group of anti-animal cruelty society members. Always do your research to be sure you present a relatable and compatible visual image to your audience! — carolroth.com.