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Manners cost you nothing but your customers

Manners cost you nothing but your business - be customer savy

We are all facing interesting times, you only have to turn on the TV to be bombarded with news about rising prices, the ‘credit-crunch’ and the decline of our ‘community’ illustrated by an increase in anti-social behaviour and the tragic loss of our young people through knife crime. It seems that we have lost some really basic ‘human’ principles of being human and treating everyone with respect. Last month saw the launch of Debrett’s A-Z of Modern Manners and we at Bradbury and Outhwaite are quick frankly dancing around with glee.

Not that we’re mad, but we’ve notice that the decline of ‘standards’ across society is hitting businesses productivity and profits hard. Time we don’t really have is spent on ‘managing’ the problems of employees which to be honest would never have occurred 5, 10 or 15 years ago. You know grumpy receptionists, scruffy staff, miserable employees and down right rude customer facing ‘operatives’.

We do want everyone to be an individual and we fully respect the right for everyone to live their live as they choose to do, but we have one caveat and that is individuality should not be at the cost of treating everyone with lack of respect and up holding basic standards of interaction and courtesy.

Bosses and employees are confused; we live in a modern world it’s fast paced, frenetic and litigious. People are confused about what to do, say and act – often on the back of a negative reaction that might be experienced. We say let’s get back to basics – good manners do not cause offence, but not being polite and respectful might. In short manners cost you nothing but your customers. Many employees not need to be taught basic good manners and etiquette and it is crucial you have employees who behave with respect and good manners.

Here’s our top five tips for conducting yourself and when working with others:-

1 Its okay to open the door for a colleague male or female – if in doubt if you are the younger colleague opens the door for the older colleague or one of more seniority.

2 Always, always. always offer refreshments to a visitor or customer (internal or external). Time and time again we have seen this not happen, not only is this a lack of basic courtesy but you are if you’re dehydrated you become tired and can’t concentrate. Do you want people to fall asleep on you?

3 Dress to impress – you are judged on your first impression and the power of first impressions can’t be underestimated. Not only does this increase how others perceive you it also has another hidden meaning that you respect the people you are working for, with and your customers. Who wants to see their colleagues’ chest, stomach or tattoos on display?

4 Greeting – Say Good Morning etc to your colleagues: no you’re not interrupting them it’s just nice to know you’ve acknowledged them and they you. One ex-colleague ofmine used to whistle, say a general hello and would always make a 'uplifting'comment for example about the weather, someone’s work etc – his 10 second interlude cheered everyone up for the day – Thanks Stuart!

5 Say thank-you and smile – again this is basic stuff but when did we stop doing this? When we talk to employees they say that the one thing that they hate (and makes them not engage with you and your company) is not being appreciated. They don’t always want big bonuses or gestures just a heartfelt thank-you. And, smile – try it today you’ll be surprised not only how good you feel but the reaction you get from others.

Submitted by Elizabeth Bradbury
elizabeth@bradburyandouthwaite.co.uk