Is Etiquette Dead?

A good receptionist is worth his weight in gold. If you’re one of the businesses that still has a human being answering your main phone line, good for you. What makes a better impression than being greeted by a live human rather than a recording? Of course, the receptionist model doesn’t work if you’re Staples, or the Bureau of Labor and Statistics, or Time Warner Cable. However, it’s great when your business size permits it.

Image courtesy of stock images at FreeDigitalPhotos.net

The month before the holidays, I placed several calls to a client’s office and was greeted by an enthusiastic voice like this: “Happy holidays. ABC Company, how may I direct your call?” This is pretty typical verbiage but the enthusiasm and attention in her voice told me she enjoys her job. I said, “Well, happy holidays to you as well. I hope you’re having a great day so far.” She replied that it was, in fact a “great day” and proceeded to transfer me to the person I was calling. The receptionist actually left me looking forward to calling back again in the future.  Is that how you and your employees make customers feel?

I’ve made several in-person trips to this client and the same receptionist also greets visitors to their facility. Her polite and friendly affability is not an act. She has the same smile in her voice and friendly demeanor in person as she does on the phone. The receptionist gets me signed-in, explains about their policy that all visitors are escorted by employees at all times and hands me a visitor’s badge. I feel like a welcomed guest and I want to come back again.

A Positive Attitude & Good Etiquette Is Customer Experience Gold

Here’s one definition of etiquette: the rules and conventions governing correct or polite behavior in society in general, or in a specific social or professional group or situation.

In our Delivering Telephone Service Excellence workshop, we talk about etiquette. The word “etiquette” sounds a little snooty to begin with but I think it gets a bum rap. If etiquette in business makes you squirm a little, just bucket it under “strong communication skills.” Etiquette really just means good manners. And it’s situation specific. So the manners you use when talking to your next door neighbor may be a little different from when you answer the phone in customer service or greet visitors in your lobby. Or they may be the same! If you want to see an awesome example of etiquette, just watch Katherine Hepburn’s character, Christina Drayton, in Guess Who’s Coming to Dinner. Even when she’s telling-off her friend, Hillary, Kate does it with stunning finesse.

Does Etiquette Really Matter in the Scheme of Things?

Good etiquette leaves the customer feeling respected, valued and held in esteem. Imagine how you’re greeted when walking into your favorite fine restaurant. You know that feeling. It feels a lot different from when you walk into a fast food joint, doesn’t it? Or, how many times have you been on the phone and heard, “Please hold” – click. Were you even given a choice? Would you rather hear, “No problem,” “Don’t worry about it,” or “I’m glad I can help,” “It’s my pleasure?” Good manners and better word choices do make a difference to your customers. They may not immediately put their finger on it but they will feel the difference.

Here are a couple of truths:

1 – Employees rarely walk into day one of new-hire with perfect etiquette or communication skills.

2 – Providing your customers with a good-mannered experience is pretty inexpensive in the big picture.

Telephone Interactions Are Bigger Opportunities Today

Few employees are actual monsters on the phone. But that doesn’t mean that most employees won’t benefit from a little refresher on how to deliver an excellent experience on the phone (or in person) with customers. Etiquette is but one of the topics in Delivering Telephone Service Excellence – the workshop. A new client recently told me that around 75% of their B2B customer contacts are via email so there is the perception in the business that, due to volume, the phone contacts aren’t as important. Truth is, with all the digital interactions thrust into our lives, most of us crave a little real live human interaction. This means the phone calls are actually MORE important than ever before. The phone interaction is an opportunity to have a real conversation with your customer and to directly influence how the customer feels much more so than can an email, a tweet or a text message. Regardless of phone interaction volume, don’t underestimate the power in leveraging that experience!

I help businesses improve customer service, sales support and employee experience through analysis, feedback and implementation. If you have a business problem you need help with, let’s talk.

Bill Leinweber
Bill@LandmarkExperience.com
(513) 227-9037

Image courtesy of stock images at FreeDigitalPhotos.net