Reputation COUNTS

The other day I received this message in my Inbox (with the name changed):

“I would be available on Sept. 7 around 1:30 p.m. for the interview. Let me know if this works for you. Thanks, John”

There was no signature line identifying John or his company so my first reaction was, “Who is he?”  Then, I thought, “This must be spam.”

However, I had contacted another person about an interview so concluded John might be responding on her behalf.  I decided to write back to verify who John was. It turned out that John was the husband of the intended interviewee and because it was a husband and wife business, he could fill in for her.

If the message had clearly indicated who John was and had there been a signature line that included the company name, there would have been no confusion on my part.  It is best to not assume people will recognize your name if you haven’t met them.  Instead, give them as much detail as you can so that their first impression will be positive and they won’t think your message is spam.  Make it as easy as possible to respond to you.

Tags: Communication Skills, Etiquette, Professionalism // Add Comment »

I write a newspaper column called “Soft Skills at Work.”  Recently I decided it would be interesting to hear the perspective of a local caterer for one of the articles so went to his company’s website to get his email address since that is my preferred way to initially contact people about columns.  The address was not there.

My next stop was LinkedIn and again, there was no email.  This became a frustrating experience.  Eventually I found it but wondered why it was so difficult to find a way to get in touch with him.  How could that possibly be helping his business?

Putting contact information in a visible location and including it in every email you send or voice mail message you leave makes it easy for other people to find you.  The bonus is that they are grateful they don’t have to waste their valuable time searching for it!

Tags: Communication Skills, Etiquette, Professionalism // Add Comment »

For any business or social relationship, learning a name and teaching others yours are essential.  But if you have a difficult name to spell or pronounce, that can be challenging.

For example, while I say my name, “Marcia,” it is often assumed to be spelled, “Mar-sha,” which is the way I pronounce it.  I find myself explaining that I spell it with a “cia,” instead of “sha.”  It is also the case that when people see ”Marcia” in writing, they tend to pronounce it “Mar-see-ah,” “MAR-see-ah” or “Marci.”

To help people learn your name and avoid embarrassment, it is a good idea to both spell and pronounce it if it is at all confusing.  This applies to in-person conversations as well as over the phone.  They will appreciate it and this courtesy is a good communication practice for personal and professional relationships.

Tags: Communication Skills, Networking // Add Comment »

Caller ID has changed the way people answer the phone.  There is the belief that the person you are calling will see your name and recognize your voice so it is fine to launch right into the conversation without saying who you are.

But consider what happened to me.  My phone rang.  Glancing at it, I saw that the area code was familiar but I did not recognize the number and “Unknown Caller” appeared on the phone.  I answered it and was greeted with, “Hi, Marcia Hall, how are you?” in a very warm and friendly tone.

I was sure I knew this person, but at that moment I had no idea who it was.  Soon I became aware, but those few minutes were awkward for me.

This experience impressed on me the importance of always saying my name when making a call – even to friends – unless the person greets me by saying, “Hi, Marcia.”  It is also true that your name may not even come up on the caller ID  It can say “Private Caller,”  “Unavailable,” “Unknown,” or even “Maryland.”  It is a good idea to check how your name appears.

The takeaway is if you fail to identify yourself, the person may not recognize your voice, putting him/her in an uncomfortable and embarrassing situation.  A more professional and courteous approach is to be sure to say your name when you call.

Tags: Etiquette, Professionalism // 1 Comment »

I write a monthly newspaper column about soft skills.  Some months ago I heard a businessperson speak about the importance of these skills and was impressed with his frankness and how relevant his comments were.  After his remarks, I asked to interview him for an upcoming column.  He agreed and I said I’d contact him the following day to schedule a time to meet.

I e-mailed, then called, and e-mailed again.  I heard nothing back.  Then I got in touch with the organizer of the program and she contacted him for me.  He agreed to the interview.  I e-mailed, called, and e-mailed again.  No response.  The organizer tried again.  He agreed.  And again, I received no response when I called.

Here was a person talking about the importance of soft skills – namely respect and reliability – but not understanding the negative impression he was making by not honoring his commitment.

But there is also a key learning point here:  Do not agree to do something if you can’t keep your word.

Tags: Integrity, Respect, Soft skills // Add Comment »

I try to walk for 30 minutes most mornings.  During good weather there are several people out with their dogs taking a stroll.  Of particular interest to me is watching how those I pass respond when I say, “Good morning,” to them.

On some occasions, walkers have acknowledged my greeting but not smiled at all.   I then wonder if they carry those neutral or even unfriendly expressions to the workplace.

People want to be around those they like.  Remembering to smile when greeting others creates a good and friendly impression.  This goes for the workplace and community.  While this may seem like common sense, not everyone understands the value of it.

Tags: Attitude, Body Language // 2 Comments »

Not long ago, I talked with a company president about a former employee.  This person left to accept a new position that had a prestigious title and much more responsibility.  I had tried several times to get in touch with this person and thought the CEO might contact her for me.

The company president and former employee had enjoyed a good working relationship, so I was surprised to hear from the president,

“I’ve called her several times myself.  She doesn’t call me back either.”

The company president surmised that this person’s new “title” may have gone to her head a bit too much, and that perhaps she felt returning phone calls or e-mails in a timely way was no longer necessary.

While everyone is incredibly busy these days and has too many forms of communication competing for precious time, it is important to be responsive no matter how prestigious the position may be.  Feeling pride in a title is fine, but that does not mean common courtesies should be forgotten or ignored.

Tags: Customer Service, Etiquette, Respect // 2 Comments »

When you answer the phone, people may form an immediate impression when they hear the tone in your voice.  If you sound indifferent, flat, despondent, tired, or bored, you might be perceived in a negative way.

Making a conscious effort to “smile” over the phone causes the caller to feel welcome.  Don’t use an over-the-top, fake, or disingenuous tone, but rather an authentic one.

Standing up and physically smiling will project warmth when you greet a caller.  It sets the right tone for the conversation.

Tags: Communication Skills, Customer Service, Professionalism // Add Comment »

Lately, my smartphone has been causing me problems.  Even though it has been charged, it will not always turn on.  So last week I decided to stop in the store to see what the actual issue was.

The store employee looked at my phone and said in a patronizing way, “There is nothing wrong.  You need to charge it.”

It turned out that it did indeed need to be charged, but there is something else wrong with it because the problem continues.  This employee did not care to figure out what the actual cause was and his manner and disdain made the interaction with him unpleasant and unproductive.

His patronizing attitude is a full proof way to lose customers.  Hopefully he will realize that before he loses his job.

Tags: Attitude, Customer Service, Respect // Add Comment »

We all get inundated with hundreds of e-mails every day.  Often they are unsolicited sales pitches that get quickly deleted.

Among those e-mails, however, are legitimate requests for answers or assistance, or perhaps even responses to e-mails you initiated.  And there they sit, unanswered.  This is a big mistake.

If you have an e-mail address that clients, customers, fellow committee members, or others use to contact you, I believe it is important to respond in a timely manner, particularly when they ask for assistance.  They may be counting on your reply to move ahead.

Simply identify which e-mails require a quick response, and make sure you create some time in your day to answer them.  This shows respect, competence, and reliability, all of which build your reputation.

Tags: Customer Service, Etiquette, Respect // Add Comment »