The Silent Killer ….poor business etiquette

You know the statistics about heart health and strokes, but when was the last time you read or heard of statistics that reveal the number one business killer? Poor business etiquette has been determined as a major contributor to business loss. You know yourself how hard it is to get people to return calls when you need service; or when you place a phone call and wait for prolonged periods of time listening to music; or even worse, waiting on the phone to silence hoping that you are still connected. In today’s extremely competitive business environment keeping customers and clients happy is of paramount importance. They are the reason you are in business…they are your business.

When Silence is Not Golden

When someone doesn’t want to do business with you any longer, it is rare that you receive a phone call or e-mail telling you the reason. What generally happens is the silent treatment. Perhaps this silence can be traced to:

• Something that was said or not said – an omission

• A lack of timely follow-up

• A lack of competitive pricing

• A real or perceived breach in confidentiality

• Poor customer service

• A lack of trust

Do You Notice the Silence?

Doctors, lawyers and accountants usually can notice rather quickly when a client is transferring their business to someone else. The client calls your office and asks for a transfer of their files or records. This is the time to take action. Have a system in place to discover why your client is leaving your service. Have your office manager gather some important information from the client and see if you can reverse the client’s decision. Even if you do not win back the client, the information gained during the”exit review” process is extremely valuable. It will guide you in forming your office policies and procedures for the future.

Business Etiquette

Here are three rules of business etiquette that are widely known but not always practiced. Commit to yourself that you will BE EXTRAORDINARY and put these rules into practice:

• Be timely in answering phone calls and e-mail; it demonstrates that you are dependable

• Be the first to offer your hand for a handshake; it demonstrates that you are the leader

• Be focused when talking with customers or business associates; it demonstrates that you value the relationship

Simply knowing protocol and etiquette is a start; putting this knowledge into action is what differentiates you from others. BE EXTRAORDINARY

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