I was going to say that having good manners in business is common sense. However, these days common sense is very uncommon. So in this article I’m going to highlight the benefits of showing a little courtesy when conducting business online. Aside from being good business, being polite is just the right thing to do. Being friendly to someone can make their day, just as being nasty to someone can ruin their day.

1. Treat your customers as you wish to be treated yourself

Think how you would like to be treated when you buy a product or service from a company. Think about their way you would like to the salesperson to speak to you. Think about the service you expect from that company. For example, do you wish to be greeted with a smile? Would you like the salesperson to talk to you about the product in the level of detail you are comfortable with? Do you want the customer service to be helpful if you encounter a problem?

2. First impressions count

You would have heard this expression many times before, but in the world of online business, impressions are even more important. Your website or an initial email becomes that first impression, and will both consciously and subconsciously influence your customer’s decision to do business with you.

A professional website and well-mannered e-mail correspondence will foster a positive impression of your business with a customer. Consider addressing your customer in e-mail by their title and surname (e.g. Mr Smith), or their first name if you have a slightly more informal relationship with the customer. Perhaps end your e-mails with kind regards or yours sincerely to add a touch of formality and friendliness. Different styles of e-mails are required for different business relationships.

Traditional snail mail letter writing skills seem to be disappearing. Don’t be afraid to use traditional conventions in your e-mails. In some cases this might even impress your customers.

3. Don’t burn bridges

From time to time, things will go wrong in a business deal. On occasion it’s tempting to fly off the handle and scream abuse at someone! But if a deal does go wrong, regardless if you are the buyer or seller, be courteous and professional throughout. Just because the deal does not happen this time, it may happen next time.

For example, you spend a great deal of time communicating by e-mail with a customer about a product, but they choose not to buy. Since you have been so helpful, that customer remembers your company when one of their friends asks for a recommendation for the same product. As a result, you get a sale.

4. If it’s broke, fix it

If your customer experiences a problem with your product or service, do what you can to fix the issue. Often it’s what you do to resolve the problem rather than actually resolving the issue that determines how the customer feels about you and your company.

Customer service is probably one of the most important aspects of selling a product or service. If the customer feels they’re getting bad customer service, this can ruin your reputation. There’s a saying that I can’t quite remember, something along the lines of: “a happy customer tells 2 of their friends, but an unhappy customer tells 8”.

Conclusion

I know, being nice to everyone does sound like a bit of a cliche. When it comes to business though, good manners can result in extra sales and opportunities. Setting a positive example is something to be proud of. Who knows, one day you might even be a role model for a budding young entrepreneur!


  • Filed under: Business Advice