Category Archives: First Impressions

Telephone Etiquette is Crucial to Customer Service

Posted on March 26, 2019 by Lydia Ramsey

Telephone etiquette is a critical ingredient to making a positive first impression. Make sure that you and everyone else who has access to your clients by phone know and practice professional courtesy. A training session on telephone etiquette is one way to insure consistency and professionalism.

Make no assumptions—not everyone has appropriate manners. Whoever answers your phone represents the entire organization and its philosophy about customer service.

Here are some suggestions for what your employees need to know.

Answer the phone promptly. Every call should be answered between the first and third ring. In many instances the caller hears a preliminary ring that you may not. What you think is the first ring may in fact be the second. We live in a world of instant expectations. If you don’t answer the phone immediately, people assume that you are either closed for the day, out of business or simply provide poor service. Answer the phone as soon as it rings, and grab that customer before your competition does.

Identify yourself immediately. One of the top complaints about telephone etiquette is that people fail to give their name. Whether you are placing or receiving a call, identify yourself right away. No one wants to guess who you are or be put in the awkward position of having to ask.

Be prepared with pen and paper. People are not impressed when you have to search for pencil and paper. If you aren’t prepared to take information, perhaps you aren’t prepared to do business.

Take accurate messages. Because of voice mail we don’t take messages as often as we used to, and we fail to mention this vital step in our telephone etiquette training. If you need to do so, check that you have written the information correctly. Repeat the spelling of the caller’s name. Double check the phone number as well as the wording of the message.

Transfer calls smoothly. Most of us cringe when someone says, “Let me transfer your call.” We have visions of being passed around from person to person and telling our story over and over again before finding someone who can help. If you need to transfer a call, ask the caller to hold while you confirm that you are sending the call to the right person and that that person is indeed available.

Manage the hold key with courtesy. In most telephone surveys, people rank being put on hold as their biggest frustration. Ask your callers’ permission before placing them on hold and wait to hear their reply. Answering the phone with a “hold, please” and immediately hitting the hold key will gain you nothing but an annoyed caller.

Put a smile on your face when you answer the phone. Even if you aren’t feeling cheery, your callers don’t need to know. A smile changes the entire tone of your voice and is audible over the phone. You would smile if the customer was standing in front of you—or I hope you would—so smile on the phone. Fake it if you have to, but do it.

At the end of the day, ask yourself what kind of impression you gave your callers. Was it your best and your company’s best? Did you treat every caller as valuable? If not, remind yourself that there is no such thing as an unimportant phone call and that you are the voice of the business.

Lydia Ramsey is a Savannah-based business etiquette expert, keynote speaker, trainer and author. Contact her at 912-604-0080 or visit her website: LydiaRamsey.com to find out how her presentations and workshops can help you and your employees add the polish that builds profits.

On the Job Tips for the New Hire

Posted on February 18, 2019 by Lydia Ramsey

Make a good first impression on the job

Tips for the new hire. Why? Because starting a new job can be exciting and scary. The good news is that you have one. The goal is to keep it. Getting off on the right foot is often the challenge.

Whether you are going to work for the first time, taking a different position in the same organization or joining a new company, the role of the new hire isn’t easy. To begin with, you may encounter some unexpected attitudes from your coworkers. Some may be delighted with the choice to hire you while others may have wanted your new position for themselves. Following these simple rules of behavior when you start to work will help things go smoothly.

Listen more than you talk.

Don’t try to impress everyone with who you are and what you know. Ask smart questions, and then let others do the speaking. You will learn more this way about what you need to know to get along with others and to do your job well.

Treat everyone with the same courtesy and respect.

Don’t assume that you know who the most important people are. Everyone is of value to you because you are all part of a team. Keep an open mind about the people in the office. It takes a while on the job to figure out the critical alliances so go slowly in establishing relationships.

Steer clear of the office gossip.

This is a good rule to follow no matter how long you are on the job. Don’t even listen to the negative stories, let alone spread them. While you are gathering information about the organization and the personnel, be careful that the questions you ask are not perceived as personal. Showing an interest in your colleagues is different from prying into their private lives.

Be careful what you reveal about yourself.

Some of your new co-workers will be curious about you and want to get to know you better right off the bat. If people are asking questions that go beyond your qualifications for or interest in your job, be thoughtful with your responses. When you reveal personal information about yourself to your co-workers, you are treading on dangerous turf.

Ask for help when you need it.

No one expects you to know everything. If you try to act like you do, you are most likely to turn people off rather than impress them. People like to be needed so asking for assistance in the beginning is a positive way of building relationships. Even the office grump may feel flattered.

It takes time to assess a new workplace and to make appropriate decisions. If you proceed with caution, your judgments will be solid, your relationships positive and your career long.

Photo from Savanah magazine

Lydia Ramsey is a Savannah-based business etiquette expert, keynote speaker, trainer and author. Contact her at 912-604-0080 or visit her website: LydiaRamsey.com to find out how her presentations and workshops can help you or your employees add the polish that builds profits.

Punctuality: A Must for the Polished Professional

Posted on February 26, 2018 by Lydia Ramsey

Punctuality came to mind last week as I was racing down the road to get to an appointment, I had a sudden revelation. This is not uncommon for me. It has become a regular occurrence. I am never late–well, almost never, but I often arrive at meetings or appointments with only moments to spare.

Living in beautiful Savannah, Georgia, I am aware of what we call “Savannah time.” Few people arrive anywhere early. Most show up exactly at the appointed hour. Others wander in at their leisure, with an apology or an excuse, but late all the same. I feel myself on the verge of becoming one of the band of late-comers.

I tend to think I can get one more thing done before I leave for the meeting or event. For example, if the phone should ring just as I am headed for the door, I can’t resist answering it. Good old-fashioned curiosity. By the time I get in my car and check the dashboard clock, I realize that if I am lucky and all the traffic lights work in my favor, I’ll be on time.

In a recent blog I wrote about developing good habits for 2018. The habit I need to work on is joining the punctual people. That doesn’t mean arriving just in the nick of time. It means following the advice of the late Vince Lombardi who said, “If you are fifteen minutes early, you are on time. If you are on time, you are late. If you are late, don’t bother to show up.” In Wisconsin they call that “Lombardi Time.”

From now on my goal is to arrive fifteen minutes early. Certainly no more than that because I don’t want to intrude on those setting up the meeting or managing the event.

Punctuality is critical to good business relationships. People who are late send a message that they don’t value other people’s time or that they have more important things to do.

Think how you are viewed when you don’t make the effort to be on time. Do you want to be seen as inconsiderate or self-important? That certainly won’t help you grow your business or represent your organization in a professional manner.

Here a few tips to help you with your punctuality and to keep you on “Lombardi time”.

Don’t stop to take the last phone call. If the call is important, the caller will leave you a message.
Have everything you need for the meeting or the event conveniently placed so you aren’t scrambling around trying to find things—like your keys—at the last minute.
Decide how long it will take you to get to the venue and add some extra time. Allow for traffic jams, road construction and other unexpected occurrences.
If you are not 100% sure where you are going, do a practice run whenever possible. No one will be impressed with your tale of how you got lost. You probably know by now that you can’t totally trust your GPS.
If the worst should happen and you arrive at the meeting late, quietly take a seat. This is no time to interrupt to make your apologies and launch into a lengthy explanation about why you were tardy.
Check the agenda to see what items have already been covered. The late-comer who interrupts to ask about an issue that was previously discussed is not appreciated.

Join me in vowing to be on “Lombardi Time” from now on. Old habits are hard to break, but what better time to start than early in a new year?

This article first appeared in the Savannah Morning News.

A Man’s Suit Coat: To Button or Not to Button

Posted on January 24, 2017 by Lydia Ramsey

Elegant businessman buttoning his suit coat.

To button or not to button is the age-old question when it comes to a man’s suit coat. Some men seem to know when to button, when to unbutton and which button to button under which circumstances. Others don’t seem to get it all. Perhaps you’ve noticed.

There is a high profile figure that I have in mind, but like Meryl Streep, I don’t want to name names. This person, who is seen almost daily in public, wears a suit and tie—that’s a good start—but he never has his suit coat buttoned. The example that he sets is not the one to follow. So I am here to set the record straight.

Now I am the first to admit that this is not the most important question you have to ponder, but if you want to show a touch of class and a bit of polish, you should know when to button a man’s suit coat and when to unbutton it.

First, let me give you a bit of history. How did the habit of leaving one button undone even come about? It seems that we have Edward VII to thank for this bit of fashion. That particular monarch was reportedly rather rotund so he found it difficult, if not impossible, to button the bottom button of his jacket or waistcoat. As a result, he got in the habit of leaving the bottom button undone. His subjects, out of respect or fear, followed suit (pardon the pun).

So today here is what we have for rules that govern a man’s suit coat–when it is correct to button or not to button:

When wearing a two-button coat, the top button is always buttoned. The bottom one never.
When wearing a three-button jacket, the middle button is fastened. The top one is optional and the bottom never.
When wearing a single-button coat, the button is always fastened.
When wearing a double-breasted jacket, button all those that have button holes.

Those rules for buttoning apply to when a man’s suit coat when he is standing. When seated, buttons are undone. This is for comfort as well as to keep the jacket from “bunching up” or to keep the bottom button from flying off–should the coat be a tad tight.

Simplified—as if it weren’t simple enough:

The traditional buttoning rule for a three button jacket – sometimes, always, never. That’s top button, middle, and bottom. For a two-button jacket – always, never. Or top button and bottom. And for a one-button jacket – always.

You might be tempted to say, “Who cares about the buttons on a man’s coat?” Well, if you want to be viewed as someone who pays attention to detail, you do. You’d be surprised who notices and what they think about to button or not to button.

For your added amusement, try counting the number of times I have used the word button in this blog. For those who get it right, I will send you a link to my 21 Commandments of Business Etiquette. Simply email me at lydia@lydiaramsey.com with your response and correct email address. Better yet, complete my “Contact Lydia” form to receive your complimentary article.

While you are at it, let me know if you have a particular topic you want me to address or a question you would like answered.

You can find more information on business etiquette and modern manners in my book, Manners That Sell – Adding The PolishThat Builds Profits.

Lydia Ramsey is business etiquette and modern manners expert, keynote speaker, seminar leader and author of Manners That Sell-Adding the Polish That Builds Profits. Based in Savannah, Georgia, she travels across the US and as far away as India and Dubai to work with clients that include universities, corporations, small businesses, associations and non-profit organizations. Her topics range from flip-flops to forks. Visit her website www.lydiaramsey.com for more information about her services and resources.

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Summertime: Tattoos, Piercings and Excessive Flesh

Posted on June 29, 2015 by Lydia Ramsey

Rising temperatures bring out the unexpected in the office and around the house. Living in the South, I am seeing creatures that I have not seen in months. The most common is the blue-tailed lizard. As one of my cats found out, they are intriguing, but definitely not edible. She survived her encounter by the hardest. Munching on one led her to walk in circles for weeks.

I know how my cat Blueberry felt. When I walk into offices and places of business and am greeted by tattoos, piercings and flesh, my head begins to spin and I feel a touch of vertigo.

The hotter it gets, the more skin we see. Hemlines go above the acceptable. Necklines plunge to new lows. We see more than should be revealed in a business environment. Bare ankles and bare legs are common for both men and women. Once all the seemingly unnecessary clothing from cooler months is removed, tattoos and body piercings that were previously out of sight are now in plain view.

Tattoos and piercings are the rage. Tattoos at one time were the domain of sailors, and piercing was limited to earlobes. It is not uncommon now to have your server describe the catch of the day with an ornament threaded through his tongue or on her lip. There goes my appetite.

Today I can walk into any number of places of business, perhaps the grocery or the drug store, and be greeted by employees who are tattooed from head to toe. What were they thinking? And what were their employers thinking when they hired them?

It is not yet clear whether these practices are passing fancies or the wave of the future. If you want to get ahead in business, reconsider your piercings and especially those tattoos. One thing we do know is that people change over time. Before you do anything that is permanent, consider the long-term effect. Since your tattoo will be with you forever, you may want to put it where it is only visible when you are at the beach.

If you are job-hunting or planning an upward move, keep in mind that the company or corporate culture dictates how you dress and how you accessorize. Personal preference is not the determining factor. If your boss doesn’t have a tattoo or body piercing and no one else in upper management does, that’s your cue that tattoos and piercings will probably get you out the door faster than up the ladder.

Photo from Savannah magazine

Hire Lydia to work with your staff to improve customer service and employee relations through the use of those priceless and often over-looked soft skills called manners. Lydia is the “unstuffy” business etiquette expert who helps individuals and organizations add the polish that builds profits. We’re talking about your bottom line here.

Since 1996, countless people have benefited from her wisdom through keynotes, seminars and conference breakout sessions. Her Southern charm and sense of humor have made her a sought-after speaker and consultant.

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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How to Reverse a Bad First Impression

Posted on July 1, 2013 by Lydia Ramsey

Have you ever said or done something awkward or unintended during an interview, a first time encounter with a potential client or meeting a new colleague? We all have goofed up at sometime or other and committed a faux pas that was irreversible and possibly unforgettable. It is not the goof that counts; it is how you handle it.

This is the topic that Real Simple Magazine approaches in their July edition. The title of the article is “5 ways to reverse a bad first impression.” The writer of the article, Kaitlyn Pirie, approached five experts from a variety of fields to get their take on this situation. I happen to be one of them and was delighted to share my thoughts.

Here are some of the ideas that the experts offered. Deborah Tannen, author of You Just Don’t Understand: Women and Men in Conversation, says to turn around. She suggests altering your body position during your next conversation. It may change how the person thinks of you. Ora Shtull, an executive coach in New York City, suggests that you stop and focus on the person. We are all constantly in a state of distraction. If you do or say something that creates a bad impression, stop and offer an apology, and invite that person for coffee to let them know how important meeting them is to you.

Chris Harrison, the host of the Bachelor and The Bachelorette, advises people to take a deep breathe, stay calm and be true to themselves. He says if it doesn’t work out, maybe it wasn’t meant to be. Professor Emeritus of Psychology at the University of California, Paul Ekman, Ph.D., suggests that people hold still. He says that fidgeting makes you look nervous and can create a bad first impression.

Finally what is my advice? If you commit a faux pas, keep your sense of humor. Laugh at yourself. You will feel more comfortable and so will the other person. Getting distressed will only make a bad situation worse. Laughter is the best remedy for this kind of predicament and many others.

Photo from Savannah magazine

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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So What If You Blow That First Impression?

Posted on April 8, 2013 by Lydia Ramsey

Everyone knows, or thinks they know, that you never get a second chance to make a first impression. I don’t completely believe that. Many times you do get a second chance. You may have the opportunity to meet another time with that interviewer, your new supervisor or the prospective client. Of course, the goal is to make your first impression the best that you can. Why blow it to start out?

We all also know that things don’t always go well or as planned so if you make a faux pas during that initial encounter, don’t despair. You can make it right the next time or subsequent times that you meet. Just think about what you can do to right the situation immediately and grow that relationship.

Apologize. When ever you can, offer an apology. Perhaps you forgot the person’s name or you arrived late for your appointment. Say that you are sorry.
Don’t over apologize. Going on too long leads to groveling and begging. This will do nothing to enhance your image.
Laugh at yourself. If you do something foolish, like the new salesman who got up to leave the meeting and walked into the closet, use your humor. Laugh at yourself. It shows a human side and puts others at ease.
Don’t get flustered. Show your professionalism by keeping your cool. We all make mistakes such as thinking that cell phone was turned off when it was not. A bit of poise can go a long way.
Learn from your mistakes. Make a note to self that says, “I will never do that again.” Look twice before you pick which knob to turn. Leave your cell phone in the car (shocking thought).

You will have more opportunities to blow that first impression, but don’t make the same mistake twice.

Photo from Savannah magazine

Based in Savannah, Georgia, Lydia is available for national, regional and local speaking and training engagements. She has suitcase; will travel.

Contact her via email at lydia@lydiaramsey.com or call 912-604-0080. Sign up for her free monthly newsletter and visit her website, lydiaramsey.com.

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