Reputation COUNTS

Last week I received an email that said,

“From where we sit, it looks like you could use a lot more…”  The sender was commenting on one of my websites.  I immediately hit the “Delete” button.

While I am always open to suggestions and value constructive criticism, there was something about this unsolicited advice that affected me negatively.  This was the first contact with her, which I did not initiate, and she started out with critical comments.  Why would I want to do business with her?

It seems to me that people like her often assume that because they have “the answers,” there is no need to demonstrate they are trustworthy and competent first.   I believe you can’t mandate trust.  Instead, you need to show you have character and competence.  Sending this type of email is doesn’t accomplish either.

What do you think?

Tags: Respect by Marcia Hall
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 You’ve made several phone calls and then get busy doing something else.   The phone rings and the caller says the dreaded,

“Hi, it’s me, getting back to you.”

So, you play along and say, “Hi,” hoping you’ll quickly recognize the person’s voice.

Or, the caller gives you her first name only and you know several people by that name.  That recently happened to me.  Even though I had spoken to this woman earlier in the week, she had the same name as my neighbor and for a minute I didn’t know who was calling.

Making an assumption that people will know who you are can produce anxiety or confusion in the person being called.  Unless you are absolutely certain your voice will be recognized, especially in a business relationship, I believe it is essential to state both your first and last names.

Tell me your “horror” stories!

Tags: Etiquette by Marcia Hall
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 Have you ever heard a voice mail message and couldn’t figure out the person’s name?  He or she said it so fast that you had no idea who was calling.

Or, how often do you hear a message and don’t have a pen handy?  You may find one while listening, but the person doesn’t repeat his or her name and phone number so you have to replay the message, sometimes lengthy, to hear the contact information.

One of the best tips I’ve ever heard about voice mail etiquette is to slow it all down.  Pause between your first and last name so people can distinguish between the two.  Saying your name at the beginning and end of the message may help the person not have to listen to the message again.   Also, repeat your phone number and/or email.  That courtesy will be greatly appreciated as well.

Tags: Etiquette by Marcia Hall
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I love to go to the Costco near my home because of one particular employee who never fails to make me smile.  My reaction comes from the way he talks to me.  I feel like I’m his favorite person and he always gives me the biggest grin when I walk up.

There is no doubt in my mind that he responds the same way with everyone.  You can tell that this employee wants to be at the store and that he finds it a pleasure to talk with customers.

He makes the shopping experience fun.  What a gift he possesses.

Tags: Attitude by Marcia Hall
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How you ever found yourself trying to figure out someone else’s handwriting?  Just the other day I was looking at a list of names and couldn’t make out several of the letters.  It’s frustrating to have to guess what letters are right.

I think people have fun scribbling their signatures, but it’s the biggest waste of time for the person on the receiving end, particularly when accuracy is essential. Even with the advent of the computer, there are many times when you end up writing by hand.  I’m a big proponent of printing everything clearly.  It’s a subtle way to form a good impression.

Tags: Professionalism by Marcia Hall
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The first time I experienced a person text messaging while talking to me, I didn’t know how to react.  Should I wait until he was done, even though we were in the middle of a conversation?

My initial reaction was that it was disrespectful.  How could he pay attention to what I was saying and text message at the same time?

I’m interested in knowing where and when you think it is okay to text message.  Is the situation I described disrespectful or not?  Is it generational for the most part or something else?

Tags: Respect by Marcia Hall
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I keep hearing the expression, “No worries,” in response to my thanking a person.  It caused me to wonder what has happened to, “You’re welcome.”

In a conversation I had recently, other responses to a thank you were mentioned, particularly, “No problem.”  The man to whom I was speaking dislikes that intensely.  He wants to say in return, “I didn’t say it was a problem.”

I’ve just discovered Googlefight.com so decided to compare the three responses using the number of search results.  It may be telling that “no problem” had 152,000,000, there were 10,900,000 for “no worries,” and just 277 for “you’re welcome.”

Do you hear “You’re welcome” less often these days?  And what is your reaction to “no worries” or “no problem?”

Tags: Etiquette by Marcia Hall
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One of the many delights in this world is eating great food, so I often go to grocery stores.  In the last several weeks, I’ve witnessed what I consider to be appalling behavior by store employees in front of customers.

For instance, after I asked for some ham, the person behind the deli counter started talking to her co-worker as she filled my order.

“Is she late again?” the employee said.  “They ought to do something about her.”

Turning to me, she said,

“You know we all hate the manager here.  He better watch out or we’ll all leave.”

Walking away from the counter, I was amazed at what I had just heard.  When I turned the corner, two employees were yelling at each other.  Then, at the check-out lane, it was as if I wasn’t even there.  Employees were carrying on their own conversation about how they couldn’t wait for their shifts to be over, and even mocking a cashier two lanes over.

I have experienced this type of exchange in other stores too, and I always think, “Don’t they know that customers are forming a negative impression of them?” 

Don’t they realize that those customers will pass the negative impression along, as I’m doing now?

Tags: Respect by Marcia Hall
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