Tag Archives: business manners

Etiquette Dilemmas Created by Coronavirus

Posted on August 24, 2020 by Lydia Ramsey

We are now in the sixth month of the Corona Pandemic and etiquette dilemmas abound. People have begun to venture out into the world while others are still sheltering at home. Businesses are slowly and with a tinge of trepidation beginning to reopen. Some organizations have found they can operate efficiently with their employees working from home. Safety, health and welfare remain top of mind.

The world we are coming back to is far different and more socially confusing than the one we lived in pre-pandemic. It is fraught with awkward moments and challenging situations. If you were uncertain of how to conduct yourself in business and daily life five months ago, you are finding this period even more perplexing.

Everything has changed–from how we meet and greet others to how we interact with our colleagues. We are used to handshakes and hugs. No more of those. We are accustomed to sitting down at work to discuss an issue with a coworker. Forget that. We don’t go to meetings anymore—they come to us. If you are late for an appointment, you can’t blame getting stuck in traffic unless you tripped over your kids’ toys trying to get to your desk. You used to know what to wear to work. Now that you are at home, how should you dress for that Zoom meeting?

When we go out into the world, we wear a face mask. When we encounter another person, we sometimes have trouble deciding “who is that masked man?” It’s hard to understand what people are saying when masks muffle the sound. To me, the most troubling thing is figuring out if that person is smiling or not. And are you sure that you are six feet apart?

Restaurants are now allowing in-house dining. When local laws mandate that we wear face masks in public, how does that work in a dining situation? You can’t eat with a mask on so now what?

There are clear answers to most of those questions.

About the handshake: The easiest way to deal with that is to simply say to the person you are greeting, “Please excuse me for not shaking your hand, but I am not comfortable doing that during this time.” Some people are doing the elbow bump, but it is usually done more in fun and in casual settings. It is definitely not a formal business greeting. Only time will tell whether the handshake will survive.

When you can’t sit down with your coworker in person, there are options. The old-fashioned phone comes to mind. If you prefer to see that person, arrange for a Zoom session, Facetime or one of the other communication platforms. Be kind and don’t surprise your colleague with Facetime if they were not expecting you. You wouldn’t go to their house without alerting them that you were coming. Same thing with video calls.

What’s the answer to what to wear for a Zoom meeting? Unless you are meeting with a high-level executive, there is no need for formal business attire. A clean pressed shirt or a nice blouse will do. Some people are now claiming to have a “Zoom shirt” or “Zoom blouse”. It hangs over the back of their chair or on a hook behind the door. It goes on when the call comes in and off when the call is over. If you are still wearing your pajama bottoms, don’t stand up during the call.

As for those face masks at a restaurant, you need to wear one into the restaurant and while waiting for your table. Wear it when you sit down and while ordering. Only remove it when your food or beverage arrives. Common sense would say that you put your mask back on as you exit.

Little remains the same as it was pre-pandemic. Be patient and be considerate. Keep in mind that others are probably just as confused as you are. As we hear so often “We are all in this together.”

Lydia Ramsey is a Savannah-based business etiquette expert. Contact her at 912-604-0080 or visit her website: LydiaRamsey.com.

Choosing Your Most Effective Email Closing

Posted on October 4, 2019 by Lydia Ramsey

You’ve worked hard crafting your email so that your message is clear, your tone is correct, your format is inviting, and you have eliminated all errors in spelling, punctuation and grammar. Now it’s time to decide on an email closing, and you’re stuck. All else being perfect, the way you sign off requires more than a little thought and finesse. It may only be a word or a phrase, but it needs to be well-chosen.

If you are struggling to find the most effective email closing, you are far from alone. Extensive research on this topic—and yes, I did the research—revealed that opinions on this topic are all over the map. In one article three email etiquette experts were asked their stance on a long list of email closings. The end result turned up little agreement among the three. No wonder you find this subject challenging.

Before you decide how to sign-off, you should consider your relationship to the recipient and the context of the email. What works for a good friend or close colleague most likely will not work for a business contact. What is appropriate for an initial email may come across as too formal as your connection develops.

Here are my suggestions on choosing your most effective email closing.

1. Always use one. Not signing off is like walking out the door without saying good-bye. Too abrupt.
2. Match your email closing to your salutation. This column devoted time some months ago to using effective and appropriate email salutations. A formal salutation requires a formal closing. An informal salutation should be followed by an informal closing.
3. Consider using a closing statement in lieu of a closing word or two. Email tends to be more relaxed so once you have established a relationship with the recipient, you might end your email with something like, “Have a nice day”, “See you on Friday” or “Enjoy your vacation”.
4. Be respectful but avoid “Respectfully/Respectfully yours”. According to Business Insider those closings are too formal and are to be reserved for government officials and clergy.
5. Proceed gingerly when expressing thanks. Both “Thanks” and “Thank you” get high marks when used in the right circumstances. The Boomerang study found emails that convey appreciation receive the highest response rate. However, there are some people who think that writing “Thank you in advance” comes across as demanding and should be used with caution.
6. Keep anything with religious overtones out of your professional correspondence. Avoid wishing someone a blessed day.
7. Following your closing, let people know how you want to be addressed. If you want to be addressed by your first name, use only that in closing. If you prefer to keep things formal, sign off with your first and last name. If you are “Bill” and not “William”, now’s your chance to let that be known.

As always the goal is to be courteous, kind and respectful. Let your good sense and good judgment be your guide.

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. Find out how her presentations and workshops can help you and your employees add the polish that builds profits.

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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.

How Long Are You Keeping Your Customers on Hold?

Posted on September 1, 2015 by Lydia Ramsey

Waiting for customer rep

When your customers call, do they hear, “Thank you for calling ABC Company. Your call is very important to us. Please stay on the line and the next available representative will assist you.” ? While the customer is waiting, the clock is ticking.

Time goes by, and the caller is subjected to the same message over and over, sometimes there is some elevator type music playing in the background. More often than not these days, you take the opportunity to promote your latest products or services while keeping your customers on hold. By the time a representative comes on the line, the customer has your message or messages memorized word for word, and not happily so.

As I write this, I am on one of those interminable holds. By now, my clock tells me that I have been waiting for 15 minutes. What do you want to bet that I can finish this blog before a representative comes on the line?

What am I thinking at this point? Try choosing the answer that you think best matches my thoughts.

My call is definitely not important.
I am not a valued customer as they would have me believe.
My time is of no consequence to them.
This company is not concerned about customer service.
I do not care to do business with these people ever again.

If you chose any or all of these responses, you are correct. This will definitely be the last call I make to this company.

And would you believe that:

I have finished this article?
More than 45 minutes have passed and I am still on hold?
I am getting ready to hang up and never plan to do business with these people again?

Is that how you want your customers to be treated? If you truly value them and their business, you will staff your phone lines with enough trained representatives to keep your callers from holding for more than one minute. If your response to my suggestion is to say, “But that costs money,” then remember the old adage, “You have to spend money to make money.” If you can’t afford to spend money on customer service, you probably can’t afford to be in business.

Additional information on being courteous and respectful of others over the phone and the rules for keeping your customers on hold can be found in my e-book, Business Etiquette 101 – Telephone Courtesy

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 Do You Show Customer Appreciation?

Posted on September 3, 2013 by Lydia Ramsey

Just the other day I had two extremely different experiences with customer appreciation. One was good; the other not so. As a business etiquette expert, I may be unusually mindful of how business people treat their customers and clients. I love good examples of customer service. I much prefer to experience, to write or to speak about the positive than I do the negative.

Not to give away too many details or to name names, I will only reveal that the one business I was dealing with has a long history with the community and with me as a customer. The other is fairly new to the area as am I as their customer.

The former (long history) refused to budge on a minimal charge that I questioned, possibly the only one in 45 years. The other refused to take my money for a simple purchase and a quick repair—the kind where you wait only minutes—on a small appliance. Their response when I tried to pay was, “Oh no, you’re a good customer. We are happy to help you.” Good customer? I have purchased one or two items with a few accessories from them in the three years. Will I return to the latter? You bet. Will I go back to the former? Not if I can help it.

So how do you show customer appreciation? Do you waive small charges or do you haggle over them? Do you tell your customers how much you appreciate their business or do you take them for granted? Do you exceed your customers’ expectations to let them know they are valuable?

People want to feel they are appreciated. With rare exceptions, they cannot read the business owners’ minds. They can only tell whether they are valued by your words and actions.

A lesson in how to show customer appreciation came during one of my earliest jobs with the legendary Rich’s of Atlanta. Richard Rich’s mantra was “The customer is always right.” We never argued with a customer no matter what the issue, how absurd, how implausible or how unbelievable. It was always handled with a “Yes, Ma’am (Southern manners) or a “Yes, Sir.”

Today’s lessons learned:

Tell your customers how much you appreciate their business.
Show your customers by your actions that your words are sincere.
Keep in mind that the customer keeps you in business.
Consider what the customer’s business is worth to you.
Make sure all your employees are on board with you.

Business etiquette is the cornerstone of profit and success. It is grounded in courtesy, kindness and respect for others.

I would love to know how you show customer appreciation.

Here’s to your success and profitability!

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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What are Those Rules of Cell Phone Courtesy Again?

Posted on July 23, 2013 by Lydia Ramsey

July is national cell phone courtesy month, founded in 2002. Over the past 11 years, much has been written and much has been said about cell phone courtesy. You would think by now people would understand the polite and courteous ways to use their cell phones. But we know they don’t. There are still thousands of cell phone abusers out there. Of course, the creation of the smart phone has done nothing to make the situation better; it has only made it worse.

I believe this is the perfect time to do a review of cell phone courtesy, redundant as it may seem to those of you who not only know the rules, but who also follow them.

Turn off your cell phone and put it out of sight when you are in the company of others. Putting it on the table in front of you tells others that you are not fully present.
If a call comes in when you have it on vibrate, resist the urge to check to see who is calling when you are with other people. It is discounting to those around you.
If you chose to talk on your phone in public, lower your voice. The microphone on your phone is highly sensitive. There is no need for cell yell. Strangers don’t want to be privy to your conversation.
If you want to be considered a professional, use a business-like ring tone. Cute little rings will not impress your clients or prospects.
Texting in front of others in a meeting is just as rude as talking on your phone. It may be silent, but everyone knows what you are doing.
Never take a call in a meeting. If you are expecting an important call, let others know. Keep the phone on vibrate so it is not an interruption. Then leave the room to take the call.

If you have any pet peeves about cell phones or smart phones, I would love to know them. Email them to me at lydia@mannersthatsell.com or post your comments in the box below the blog.

When you exercise cell phone courtesy, you set the tone for others.

Cell phone courtesy should be part of your business etiquette and professional package.

Here’s to talking and texting with courtesy and good manners!

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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Mouth Noises Over The Phone – Choose The Smile

Posted on June 3, 2013 by Lydia Ramsey

You may think that while you are sitting alone talking on your phone, people can’t see what you are doing. In this mad world of multi-tasking, absolutely no one feels comfortable doing just one thing at a time. We have to be doing two or three things at once or we feel guilty. So when we are on the phone, we can’t simply focus on the caller. We need to be checking email, sending text messages, shuffling the piles of paper on our desk, eating our lunch, drinking a soda, chewing our gum and cracking our ice.

Some people even smoke while talking on the phone. They sneak outside to the safe area for a cigarette and use the time to return phone calls.You know them. You’ve heard them exhaling. And how about the yawners?

All of those sounds and distractions are obvious to the person on the other end of the line unless you managed to hit the mute key. People know when they don’t have your full attention. They know if you have muted your phone.

To me the most offensive sounds are mouth noises over the phone. This is no time to grab your lunch, finish off those few potato chips, chew your gum, crack your ice or slurp your coffee. Not only are you not fooling people, you are offending them with your lack of phone courtesy. Instead of turning on clients, you are turning them off.

However, of all the mouth noises over the phone, there is one that your caller would like to hear. Can you guess? It’s your smile. People on the other end of the line cannot see your smile, but they can definitely hear it. Try it. Perhaps you don’t feel like smiling. Maybe you are having a bad day. Do it anyway even if it isn’t coming from your heart. A smile, genuine or fake, changes the tone of your voice.

When you choose to make mouth noises over the phone, go with a smile. It’s good manners. It demonstrates your attention to business etiquette…and it enhances client relationships which ultimately adds to your profits.

If you want more tips on telephone courtesy, I have written an e-book Business Etiquette 101 – Telephone Courtesy. Click here to learn more.

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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What to Consider When Sending Holiday Business Cards

Posted on December 3, 2012 by Lydia Ramsey

Now is the time when you should be sending out your holiday business cards. You can wait until the last minute if you like, but your clients and colleagues may already have left the office for the holidays or they may be too swamped at that point to notice your card.Send them now while they can be appreciated.

If you haven’t purchased them yet, it is not too late but you may not be able to have your name or the company’s printed on them. But that’s all right since my first recommendation is always to sign your name to every card along with a brief handwritten note. The holiday business card that comes without a personal note or message seems more obligatory than celebratory.

Purchase a quality card. It is not necessary to spend a fortune, but good quality says you value your clients and colleagues enough to “send the very best,” as Hallmark would say.

Address the envelopes by hand. While it is easier and faster to print address labels, you lose the personal touch. Consider paying someone to do this for you if you don’t have the time to do it yourself.

Invest in holiday stamps and avoid the postage meter. That’s just one more personal touch and a festive one.

Use titles when addressing your cards. The holiday business card should be sent to “Mr. John Smith” not “John Smith” or “Ms. Mary Brown” not “Mary Brown.” By the way, “Ms. ” is the correct title to use in business.

Email greeting cards may be tempting because they require less time and trouble, however, that may be the message you are sending to the recipient. It is not rude to e-mail your holiday wishes, but it is not the most effective way to do it. Your cute and clever electronic message with singing Santa’s and dancing trees is a fleeting greeting. The recipient will click on the URL, download the card, open it, read it, smile, close it and, in all probability, delete it. Chances are good that your “real” card will have a longer lifespan. Most people save greeting cards throughout the holiday season, and many display them around the office.

These tips on holiday business cards and many more are available in my newly released eBook, Business Etiquette For The Holidays. The book also addresses other topics such as how to conduct yourself at the office party, dining etiquette for the holidays, holiday gift-giving, a guide to tipping and the importance of the handwritten note.

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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Summer Business Dress – A Hot Topic

Posted on June 18, 2012 by Lydia Ramsey

Summer officially arrives on June 20th, and once again what to wear to work is a hot topic. Understandably, we all want to be comfortable in the heat of the summer. However, in their desire to cool down, some people forget that, regardless of the temperature, what they wear to work should always be professional. Summer business dress is not to be taken lightly.

Now is a perfect time for every organization that wants to relax its dress code for the next couple months to put in place a clear policy for summer business dress. Left to their own devices, many employees show more creativity in their attire than in their job.

Business dress is determined by four factors:

The industry in which you work.
The job you have within that industry.
The geographic region in which you live.
What your client expects to see.

If you want to implement a casual summer dress policy, make sure it fits your industry. It’s a lot easier for the owner of the bike shop to dress casually in the heat than it is for the manager of the brokerage house.

Dress appropriately for your job. The person who works behind the scenes with minimal customer contact has more freedom with casual dress than the person who sits at the front desk greeting the public.

Geography plays a role in style of clothing and choice of fabric. It’s not just temperature, but overall lifestyle, that affects clothing decisions. Where you live affects how you dress from colors to fabrics to styles.

The most important factor to keep in mind when deciding what is appropriate business dress for the summer months is your client. What your clients expect to see when they come to your office or encounter you out at lunch on a workday is critical when you choose your summer business dress. When bank employees come to work in polo shirts and khakis or sundresses and sandals, their customers may wonder if the organization has relaxed its approach to handling their money as well.

If you are a letter carrier or a UPS employee, shorts are the norm for summer. If you are a life guard, flip-flops are a natural. Think twice before you or your employees shed your traditional attire and bare your flesh in the office. Does it fit your industry, your job and your clients’ expectations?

Business etiquette rules apply all year long. When you decide to adapt your appearance due to heat and humidity, make sure your summer business dress continues to reflect your professionalism.

Chapter Four of my book, Manners That Sell-Adding the Polish That Builds Profits, deals specifically with business dress–everything from business formal to business casual attire. Order your copy today so you can be sure that what you wear to work sends the message you want your clients to receive.

Stay cool!

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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It’s A Business Meal, Not the Darlington 500

Posted on April 3, 2012 by Lydia Ramsey

When dining out on business, your table manners can make the difference between success and failure. Whether you are working on your next promotion or landing a new contract, knowing the etiquette of dining can affect your future. By paying attention to the details of eating and drinking, you send a message that you are savvy in other respects.

Chewing is an activity that should take place with your mouth closed. Whenever there is food in your mouth, it should not be in the open position. This also means not talking with food in your mouth. Since the main purpose of the business meal is to exchange information verbally, you can expect to do more talking than eating. To avoid getting stuck with a mouthful of food just as your boss asks you about your long-range plans, limit the amount that goes in.

Don’t be wishy-washy about ordering. If you hem and haw or take all day to decide what you want, your client may wonder how decisive you are in other matters. When you are the guest and you aren’t sure what to order, ask your host for recommendations. This can help you with your decision.

Pace yourself during the meal. You don’t want to finish well ahead of or way behind the other people. You won’t get a prize for coming in first, and others will feel uncomfortable. If everyone else finished eating while you were making your pitch, you just may have to decide that you weren’t terribly hungry after all.

Cell phones should not be part of a business meal. If you don’t want to turn off your colleagues and clients, turn off your phone or leave it behind.

If you are a businesswoman, blot your lipstick before you go to the table. Lipstick smears on a glass are unprofessional and unappetizing.

Remember that good manners are noticed most by their absence so know your business etiquette.

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.