SMALL BUSINESS : Business Etiquette Matters

To succeed in starting a small business, it's not enough to be the first, the best, or the most competitive. It's not enough to monitor trends so you know when to make strategic changes that will keep your small business idea alive in any climate. Nor is it enough to develop creative solutions to maximize the bottom line. Good business practice requires good business etiquette.

Politeness and courtesy never fall out of style. The truth is that customers, clients, suppliers, and other small or large businesses will want to do business with you only if they feel comfortable with you. If they suspect you're being manipulative or deceitful, they won't hesitate to go elsewhere. If they feel you've treated them curtly or with disrespect, they're not going to stick around, no matter how good a deal you offer.

Small business etiquette is a simple matter of treating others the way you'd want to be treated. Not just customer service, it's about using good manners with everyone you come into direct or indirect contact - being polite, remembering to thank them, keeping your word. Small business etiquette matters because everybody, without exception, wants to feel special. If you succeed in making customers, business partners, and employees feel important and welcome, you've gained very valuable assets - their loyalty and alliance.

Shift Your Attitude
Good small business etiquette often starts with an attitude shift. Regardless of the specifics of your business idea, always remember that you're not dealing with cold, heartless technology. You're dealing with real, live people. The voice at the other end of the line is a person. The words in your email box were typed by human fingers. So no matter how rushed or stressed you are, take a deep breath (to calm down) and always treat the person at the other end with courtesy - even when that person fails to do the same with you.

"Don't burn bridges" applies here. Consistently treat everyone with courtesy and respect, and watch what a difference this makes. A belligerent customer can become your most loyal repeat buyer, and a lukewarm vendor may warm up to your manners, deciding it could be a refreshing change to conduct business with someone so well-mannered.

Stay Honest
The easiest way to get a bad reputation is to deceive people. Be honest in your everyday small business dealings. Don't string a vendor along when you've already decided to go with another supplier. Don't promise a customer next-week delivery when you know the product won't come in for at least two weeks. Good small business etiquette means telling your customers and business partners the truth regarding matters that affect them.

Give Thanks
It takes but a moment to thank somebody, but what a strong, lasting impression it makes! There are countless ways to express your sincere appreciation, including:

Face to face, thank and commend an employee who's done a great job
Send a thank-you note to a supplier or business who helped you out
Follow up purchases with a thank-you email or phone call to the customer

Not only is thanking people polite, it also lifts their spirits and helps them remember you in a positive light, increasing the chances that they'll do business with you again.

Reply To Everyone
No doubt, you get many emails and calls each day, and maybe plenty of snail mail, too. Make sure you or your staff members reply to every message or inquiry that comes in. If you don't, you run the risk of losing potential customers and small business deals. If you and your staff can't manage the load in-house, consider hiring an outside service or a college intern to handle incoming inquiries.

Keep A Positive Tone
In every piece of correspondence that leaves your business, whether it's a carefully written announcement letter or a spur-of-the-moment email reply, be sure to maintain a cordial, positive tone. Read your letter or message again before sending it on its way. As you review your letter, keep in mind the Three P's: professionalism, politeness, and positive-ness. Your message should embody all three.

Mind The Details
And while you're at it, double-check the recipient's name and address. Spelling every name correctly is an important element of small business etiquette. So is getting the person's gender and title right. When you mind these important details, you're showing the recipients that you truly care enough to earn their business!

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