business etiquette

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Business
Etiquette

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Goal for the day
•Share some great information on
Business Etiquette (and have some fun)
•Share something you learn today
with someone else. Come to
learn, leave to teach.
Challenge for the day

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Business Etiquette??
Expected or required behavior
in social settings
Rules and customs for polite social
and professional behavior

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Social Settings
• Home
• School
• Business / Work

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Introduction
• Why is Business Etiquette important
• Enhances communication
• Shows respect and courtesy
• Establishes a bond
• Sets you on solid ground
• The ability to work well with others IS the
defining reason one person succeeds over
another.
• This will set you apart from others.

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Business Culture
School Culture
•Introductions
•Telephone
•Email
•Dining
•Introductions
•Telephone
•Email
•Dining

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INTRODUCTIONS
YOU NEVER GET A SECOND
CHANCE TO MAKE A FIRST
IMPRESSION.

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INTRODUCTIONS
• Give them a good firm hand shake – don’t
make it a bone crusher.
• Pay attention to the other person’s name.
• Look at their name tag if they have one.
• Do not give them a nick name.
• Ask for clarification on how to pronounce
their name.
• Remember – You never get a second
chance to make a first impression.

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Telephone Etiquette

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- Negative to + Positive
• You are the Company to that person on the
other end of the line.
• I don’t have time.
– I will get it taken care of.
• I don’t know.
– Let’s see if I can help you.
• I have a problem.
– I have a solution.

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Email Etiquette

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Email Etiquette
• Subject line clear and concise.
• Do not use a string of acronyms or Chat
room / text message talk.
• Use complete sentences.
• Be careful of “REPLY to ALL” and “BLIND
CARBON COPY” (BCC)
• Be aware you may be emailing older folks
or a different culture.

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Example 1
• 12/07/2006 10:27 AM
• To: Jim De Lane
• cc
• Subject:
• Re: Fw: O'Neil Renewal
• ahh, thanks Jim, news to me.....I'll see
what I can find out/thanks for you
attention. this memo was just higher up
my morning readi.

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Example 2
06/28/2005 02:31 PM
To:
Sandra Weaver/CFBI@CFBI, Linda Luna/CFBI@CFBI, Tammy Lackey/CFBI@CFBI,
Vicki Eaton/CFBI@CFBI, Jim Poe/CFBI@CFBI
Cc:
Bobby Jacob, Doug Vrazel, Joyce Cardinell, Kurt Jentsch, Ron Dickson, Tim Griffith
Bc:
jbrimberry@frostinsurance.com@CFBI
Subject: New Office Hours
Effective with our move, and commencing on July 11th, our regular hours of operation for
all employees will become 8:00 am to 5:00 pm.
While this change is being put in place for a number of reasons, it is particularly important
to maximize our service coverage throughout the standard business day. This will be
particularly true if Victoria is selected as the Statewide Service Center for Frost
Insurance.
Thank you for your cooperation.
Jim De Lane
Regional President
Frost Insurance
361-580-9026
jdelane@frostinsurance.com

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Example 3
• "Phyllis Hunt" <phyllishunt@victoriachamber.org> 01/08/2007 11:30 AM
• To:
• "James Phillip Villafranca" <James-Phillip.Villafranca@usa.dupont.com>,
jcapers@jcpenney.com,
• "Jim DeLane" <jdelane@frostinsurance.com>, "'Jeff Pryor'" <jpryor@kavu-tv.com>,
jefflyon@clearchannel.com, “
• Cc:
• Subject: Board Meeting Agenda
• Here is the updated BOD agenda. Olivia will start copying these after lunch.
•
• Phyllis Hunt
• President/CEO
• Victoria Chamber of Commerce
• PLEASE NOTE OUR NEW ADDRESS!
• 3404 N. Ben Wilson
• Victoria, TX 77901
• (361) 573-5277 phone
• (361) 573-5911 fax
• (361) 935-9595 mobile
• www.victoriachamber.org

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Dining Etiquette
The way
you eat at
home is not
the way
you eat in a
business or
public
setting.

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The Formal Business Dinner

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The Formal Business Dinner
• If you are not sure, take a look around.
• Guys, let’s be gentlemen.
• Do not start eating until all have food.
• Napkin in your lap.
• Do not set used utensils on the table.
• Order simple.
• Salt and Pepper always go together holding
them by the bottoms.
• Use the Utensils OUTSIDE => IN
• Wait until your food is cool enough to eat.
• Setting layout => BMW = Bread, Meal, Water
• “You can get to know the measure of a
person over a meal.”

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Simple Leadership
• I can do something
• Learn, then teach
• Leadership is Serving others
• Leadership is NOT related to
position or job title

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International Etiquette

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BE ACCOUNTABLE
“Remember - TO THE
CUSTOMER,
YOU ARE THE COMPANY”

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Customer Service
• The 10 most important words: “I apologize for our mistake. Let me
make it right.”
When something goes wrong, most people just want to be heard and
acknowledged. So listen, apologize, then ask what you can do to make it
right.
The 9 most important words: “Thank you for your business. Please
come back again.”
Repeat customers cost less than new customers and are often more loyal.
The 8 most important words: “I’m not sure, but I will find out.”
It’s ok if you don’t know the answer; it’s not ok to make the customer keep
searching for it. That’s your job.
The 7 most important words: “What else can I do for you?”
Be prepared to go the extra mile, there is less competition there.
The 6 most important words: “What is most convenient for you?”
Your customers will be pleasantly surprised when you ask what’s
convenient for them.

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Customer Service
• The 5 most important words: “How may I serve you?”
This question reinforces your role in the relationship. Play that role the
best you can.
The 4 most important words: “How did we do?”
Feedback is critical. Your customers have a unique perspective and they
appreciate being asked.
The 3 most important words: “Glad you’re here!”
Customers who feel welcome spend more time, more money, and are
more likely to return.
The 2 most important words: “Thank you.”
Basic manners…but how often do you get thanked when you’re the
customer?
The MOST important word: “Yes.”
Become a yes person.

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Business Etiquette Gives
You A Path To Follow