Proper Business Manners | eEtiquette More Important Than Ever in Business

It's late Spring and the gateway to summer- Memorial Day - is almost upon us.  How are things going with regard to sales goals and revenue so far?  We are almost half - way through the year and many of us are taking a look at our departmental and company budget goals and even if we are right on track, probably looking for a way to increase them even more.  Next month's newsletter has some great tips on how to do just that and be pro-active about bringing numbers up if they are in a slight slump or improving them even more if they are doing great.   It's mid-year and time for a review of how things are going all the way around.
While you're reviewing numbers, why not also take a look at the service standards of your whole team, and not just how they are serving the customer on the day of their event, but about the type and quality of service they are providing your customers in their every-day communication and responses.  What kind of image are they putting out there and is it consistent with your reputation and brand? 

After years of training international multi-billion dollar corporations  or the smaller family-owned businesses, I am continually asked if I could write something about e-Etiquette.  It seems all too common sense to most of us at times, but there are still those out there who apparently do not know that the written word - and its power- can make or break relationships.  I have had clients who are concerned about their employees interacting with their customers, but also internally, department to department, a lack of e-Etiquette can create tension and problems within as well.  

Here are my top 10 Rules for e-Etiquette when working with clients or employees and colleagues:

1.    Anything emotional or controversial - or that you feel may elicit some kind of emotional reaction is best saved for an in-person conversation.  Face to face is best, but if distance is a factor, Skype or telephone is next best.  Since written word can be read many different ways, if you are in doubt how you may be taken, always err on the side of in-person communication.  Body language and voice inflection convey so much more and can soften things in ways written communication cannot.

2.  Emails or texts typed in ALL CAPITALS implies shouting and is rude.

3.  The debate for using emoticons when communicating still is in full swing, but my recommendation is never to use emoticons when using professional communication with clients. 

4.  When sending email, only use a "read receipt" when it's absolutely necessary.

5.  The subject line for emails should be the "hook" to draw the reader in:  short and a brief description of the body of the email.

6.  Do not use the term "Urgent" or "Important" unless it really is.  Remember the boy who cried wolf?

7.  Take off the "fwd" for forwards in the subject line when forwarding.

8.  Change the subject line to suit the actual email if the subject has changed in the thread of e-conversation.

9.  Always return emails the same day they came in;  if you cannot, have your auto-response on to indicate you are out of the office, or if you are absolutely buried and cannot get back to someone, please send a courtesy response to the sender within 24 hours (business days) acknowledging their email with a brief, polite phrase "Thank you for your email . I wanted to acknowledge receipt of it and will be back with you as soon as possible."

10. Lastly - but perhaps most importantly - when someone sends you an email, do not create other recipients in the "to" field in your response, thereby exposing the original email below to individuals for whom the original email was not intended.  Your response may be suitable for the sender and the other recipients, but below your response is the original sender's email to you and they may wish to have that kept confidential between the two of you only.  If in doubt, simply remove the original email and its thread or ask the sender if you can copy others on your response and include their original content.  This last point has caused more harm , awkwardness and issues with clients or employees than any of the top 9 combined. 

In a world where technology is changing constantly and at lightning pace, college graduates are entering the work force in their world of texting and Facebooking, it is easy to adapt a philosophy of quick responses with typos, quick , unthinking forwards or responses just to make it through a crazy workday and get things off your plate.  However, once a response or the written word is "out there" , it is hard to take back. 

Professional courtesy goes a long way with just a few moments of thought in advance.  Further, it also welcomes success and is a recipe for repeat business and revenue.