when I call upon your business, to help you out and fill a need. I have the power to help increase your revenues and make life easier for you. I have the power to truly make a difference in your business. I have the power to spread the word about you and bring customers your way. All if you permit me to help you of course.
As a business, when I call upon your business, I have the power to take you off my list and not speak well of you. I have the power to spread the word that you’re not someone to do business with. I have the power to give you a bad review and make things unpleasant down the road. Without you ever knowing of course.
Business-to-Business. As a business owner who calls on other businesses every day, I’m amazed at how some business owners treat their fellow business associates. Coming from a place of experience; there’s a few thing you should consider when another business calls on you:
- Show respect, we’re both on the same team!
- Just because I’m not a customer doesn’t mean I don’t have something of value to offer you.
- Just because I’m not a customer doesn’t mean you should treat me any different than you would your customer.
- I’m calling on you because there is a need that you have and I’m trying to fill it. If you don’t have that specific need; I’ll be polite and quickly move on (courtesy should be mutual).
- Your reputation is at risk. Even if you have a good reputation with your customer community; you put it at great risk by being disrespectful or rude to other businesses in your community, especially in these fast social media driven times. Think about it.
- Keep in mind that I may very well be looking at you from on an online directory or listing. Depending on my personality or depending on my mood, in one click a remark about you can be made whether good or derogatory; only you will help determine that. Don’t forget, I have the power. (Now, as a business owner, I think this is completely awful and flat out wrong to do that to anyone. I’m of the school of thought that if you have nothing nice to say, don’t say anything at all. However, I will say that many, many business or salespeople may not feel the same; in fact, I’m disheartened at just how many.)
Not only should businesses be all about their customers; they should be all about people across the board! It’s not just your customers that make up your business, it’s simply everyone you come in contact with. Don’t become so focused with customer service that you forget people service! I’ve witnessed the one-sidedness of this and it can be ugly. I actually feel sorry for their customers because the business comes across a such a fake. (One time I called on a company, The Happy Handyman. After my initial introduction, he was probably one of the most memorably rude people I’ve come across. It plagued me all day that he actually named his business, “The Happy Handyman” when he could have been the poster child for nastiness!)
Of course, this shoe can easily be put on the other foot. As the business being called on, you have the power to do the same to me. If I’m rude or pushy or arrogant, you can find out my information and look me up and do the same. (There was an electrician that I had left a message for about my company and it turned out he obviously had a disdain for “solicitors”. He felt the need to obsessively call for over 24 hours and blast hideous heavy metal, devil worship-sounding music every time the phone picked up or message recording came on. Niiice! This is one of my fonder memories.) You see it works both ways; however, more often the business contacted is the more vulnerable one.
So really the point of this is to be respectful and courteous in business-to-business; just as you are to your customers. There is power here, so don’t give anyone reason to abuse that power. This being said, there’s huge room for discussion on how someone calling on a business should conduct themselves as well. I will cover this next week.
This is an ongoing topic about business courtesies that I will definitely be expanding on. I hope it’s something for you’ll come back for!
So, I’m curious … what your thoughts are on this and if you have experience on the front lines like this. Would you consider leaving a bad review or sending a negative tweet or post? Do you ever think it’s justified? Thanks so much!!
The greater the power, the more dangerous the abuse. Edmund Burke, speech on the Middlesex Elections, 1771
Hi Elena
I couldn’t agree more. Where have good manners gone?! I say, they should NOT be going out of fashion because being polite and courteous is the way to go. For me and my fledgling business it does count and my customers/readers seem to appreciate it too.
Have been pleasantly surprised by emails I have received from people who I thought I was just treating the same as anyone else who visits my site. However, just because I showed them kindness, they took the time to say thankyou.
We don’t know who we are talking with or who is watching us on the net. I have just had the most helpful email from a person working for a very large prestigious company in another country.
He has given me some valuable tips about my site that had I gone to a business consultant would have cost me more money than I could afford. He had been visiting my site, watching my interaction on social media and offered some advice which I readily took and thanked him for.
Who we really are does come out; whether it is on-line or offline. And I agree with you Elena, sadly we can come across those who are rude and impolite but if I do, then I don’t do business with them. Plenty of others who will treat me with respect whom I would rather workand do business with.
Patricia Perth Austrlaia
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Hello Patricia!
So nice to have you stop by for a visit! Thank you!!
You’re using all the right words here Patricia, “thank you”, “good manners”, “kindness” – these are keys to the kingdom! I believe more doors are open with these than anything else. You are both extraordinarily polite and kind in the blogosphere and no doubt in your business.
How true that manner should not go out of fashion! That we even have to write this or discuss it baffles me! Nothing breaks my heart more than rudeness; there’s simply no excuse. My mother instilled manner while we were very young and it’s something that simply is part of the fabric of your makeup. I’m working diligently to do the same with my child. I do think it’s something that starts very, very early in childhood.
How wonderful about the person who reached out to you … now that is a great example and you’ll never forget that AND … you’ll reciprocate that to others because of this. Good natured, genuine gestures like this have this wonderful circular effect! You deserve such!
One of my favorite words in life is, “next” because that what I say when someone is ill towards me or my business. Move on because there are plenty of others. I will be very clear to anyone that there is no room for this and to go elsewhere. Then it’s simply a matter of self-respect!
So you’ve won me with !! and now manners! Ahhh, today is a great day!! You’re wonderful and I wish a fabulous, safe weekend!!
Warmly,
Elena
Twitter: theunlockeddoor
says:
It’s amazing, Elena, how little respect we show each other in today’s society! It makes you wander how many people actually want to work!
I show respect to everyone I meet, every person on this planet. That doesn’t mean I ‘like’ everyone, or I ‘trust’ everyone, but I respect them. I respect them as human beings, as individuals, and as contributors to this wonderful planet. This I do no matter what. I just wish more people did the same
Stuart recently posted..5 Lessons Of Life From Our Children
Stu, it’s obvious that you respect people; it shows in your blog and your comments!
Respect is pivitol in all relationships. We witness relationships wither and socities fall when respect is void. I definitiely think that is one of the key issue that plagues our world in these times we live. It has a trickle effect when respect is not present.
I like the world you make and live in Stue … think I’ll hang out there for a while!
Thanks so much for stopping by!
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Good point. It’s really starting to become a one-sided relationship, I sure hope we can all do something about that. I’m looking forward to reading more of your views on this topic.
A little kindness goes a long way.
Hello Dr. Doebler!
I think this is a very expansive subject and one that I actually am quite passionate about. Sometimes I feel like I’m on some sort of crusade to bring courtesy and respect to the forefront of how business should be conducted; especially in this text, social media, internet driven society where we shorten everything we do and say and forget the civility of it all!
I’m looking forward to you enhancing the conversation when I do revisit and expand on this; which now you have me thinking … will be very soon!
Here’s to kindness!!
Elena
Elena Patrice recently posted..It’s All About You … No, really!
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