Improve Your Business with Common Courtesy

Thursday, 06. 4. 2009  –  Category: T2 Communications

In the hustle and bustle of the business world, we are all trying to get things done faster.  The under-promise, over-deliver rule of thumb isn’t always what gets us a new customer, so we tend to over-promise and then try to deliver or over-deliver that promise.  The issue many times lies with the people we count on to help us get things done.  We are many times at the mercy of our staff and our vendors.  How do we get them to deliver for us the same way we want to deliver for our customers?  The key is in the relationship!  Business isn’t very personal these days.  However, the personal relationship is very important in the efficiency of what we do.  Many people will not put effort into something they do not care about.  More importantly, they will not put effort in for someone they don’t care about or who they think doesn’t care about them either.  Remember common courtesies when communicating with your staff and your vendors, and you may be surprised how much your improved relationships improve your business.

Add Please and Thank You

This may seem obvious, but it’s surprising how often these words are left out.  Sometimes we may think of them as unnecessary, but even when you work with someone everyday it is professional courtesy to say “Please” and “Thanks” every time.  We have business relationships with many different people, and our communication with them may impact a small or large part of our day.  It’s unfortunate that many disregard their relationships with these people because showing honest appreciation will improve their working environment.  You will notice that people will work harder for you when you show them how much they mean to you and that you are aware that they are the ones who help you get things done.  For example, when speaking to a vendor, it’s easy to just spit out your order, especially if this is someone that you work with often or everyday.  But vendors will deliver for you if they know that you appreciate their efficiency, not just because you are a well paying customer, but because they like you, too.  When you give tasks to your staff, you expect them to do what you are asking because it’s their job.  Express your honest appreciation and they’ll work harder for you and want to help you succeed because you treat them right.  People respond to positive reinforcement.  Saying please and thank you is an easy way to do it.

Ask For a Favor

Nobody likes being told what to do, and in many cases we would all like to be our own boss so we no longer have to take orders from anyone.  However, we usually don’t mind doing someone a favor.  The difference in the way we delegate a task to our staff can result in a positive or negative performance and feedback.  Starting our sentence with “Would you mind…” or “Could you please…” sounds nicer and is more easily received.  It gives them a feeling of working on the same team versus just being told what to do.  They will not say “no” because it is understood that it is their job to do what you are asking.  They know you are their boss, now show them that you respect their feelings.  Performing a task for somebody is easier when they’ve asked you nicely.  The same attitude applies to your vendors.  Asking if they would be able to send you a product or send it to you by a certain deadline is more pleasant than if you were to just tell them what you need and when you need it by.  They will not want to disappoint you after they’ve said they will do it for you.

Listen to Promote a Positive Attitude

Everyone has ideas.  Sometimes these ideas can improve our way of doing business; sometimes they are not as helpful.  Either way, it is important to listen to your staff’s ideas and give feedback, either positive or negative, and to encourage them to keep approaching you.  If a staff member feels like you don’t listen to what they have to contribute, they can develop a negative attitude.  They may start to lose their sense of ownership over a project or account because “nobody listens to them anyway” or “they’re just a peon”.   This can affect their performance, which in turn will affect your company’s performance.  If you are too pressed for time to take five minutes for everyone who comes up with an idea that they’d like to share, develop a form for new ideas that can be submitted and specifically lists criteria for new ideas for products or processes.  This way you can block some time out of your schedule to review the ideas all at once and comment either in writing or in person.  At least your staff will know that you care enough to hear what they have to say and they will feel as if their opinion matters.  This will promote a positive attitude and keep your team working enthusiastically.

Katie Petre works for CornerWorld Corporation.

Tags: attitude, courtesy, customer service, Katie Petre, manners, strategy