It seems I'm reading more about business etiquette these days. I see articles, blog posts, news headlines. All talking about the lack of proper business etiquette skills or the value of good etiquette in a business setting.
A recent Google News search on Business Etiquette returned 624 items.
I suppose it's natural that the busier we are, the less we're going to focus on etiquette and manners, even on the job.
At the same time, people's perception of customer service seems to be at an all time low.
The two seem to fit together, don't they?
Last year, I ran across a survey (from Eticon, Inc.) that said 37% of customers would take their business elsewhere if they were treated rudely.
Actually, I think the number is a lot higher.
Which makes me think there is a lot of value in treating people well.
If we take the time to be nice, courteous, warm, with everyone we meet, a lot of good things can happen to our businesses.
Customers will come back.
They'll tell others to do business with us.
Employees tend to be happier and more productive.
So, as you spend time and money promoting your business, don't forget this critical piece of the puzzle.
All the marketing in the world will not overcome one ill-tempered or inconsiderate employee.
Good manners should be something that people should definitely have when working in customer service - that's why it's important to hire the happy people! I've found that genuinely happy people are the ones who will keep the customer coming back again and again...
Posted by: Maria Palma | July 9, 2006 10:55 PM | Permalink to Comment