by Britt on July 30, 2010
Last week, I made my weekly jaunt to Five Guys (a weakness I have no intention of giving up). Giving my order, I said please. I’m not sure why, but based on his response, I asked if many people say please or thank you when ordering. “No,” he said, “so we get really excited when someone does.”
Growing up, please and thank you were required. I may have fought my mother on many topics, but please and thank you weren’t successful battles. Now that the habit is ingrained, it just seems the thing to do. Yet based on my interactions with people and what I hear around me, I’m in the minority.
Common Courtesy
How often do you use these “magic” words? I have no scientific research to support my thesis, but I’ve noticed a marked difference in relationships I have with people when I employ common courtesies. In business, we spend a lot of time anticipating how we can meet a customer’s needs. Unfortunately, too little of that time includes addressing the basics.
More than Money
Tony Hsieh, the founder of Zappos, recently wrote Delivering Happiness, a book that focuses on how he achieved success by looking at business differently. Consider this excerpt where he talks about why Zappos sell to Amazon wasn’t just about the money:
Together, we had built a business that combined profits, passion, and purpose. And we knew that it wasn’t just about building a business. It was about building a lifestyle that was about delivering happiness to everyone, including ourselves.
More than Words
So if it isn’t just about money, it also can’t be just about words. As a business owner, you need to mean what you say. Your customers will sense insincerity. For me, it comes down to what please and thank you really stand for: respect. When you show respect for your customers, you’ll be amazed at the loyalty. And if you have the loyalty of your customers, there’s very little that you can’t accomplish.
by Britt on July 29, 2010
During the year, I’ll attend different conferences and events. These trips are a great way to create new business relationships. Over time, many of these relationships have helped me grow my business and improve my services. Despite the positives that have come from these relationships, I still find myself frustrated when someone I’ve met, and come to know and like, abuses that relationship.
A Business Card Does Not Mean Spam Me
Contrary to what some might believe, handing over my business card is not a license to sign me up for your newsletter. (Note: It’s not illegal, just alienating.) From newsletters to phone calls, I’ve been amazed at how sharing my contact information one-on-one has led to my inclusion in a mass audience.
When you meet people and exchange information, think very carefully about what you’ll do with it. I suspect that many of the people who signed me up for their email newsletter wouldn’t be offended if I opted out (which must be an option in every email newsletter). Maybe I’m taking it too seriously, but doing so makes me feel awkward depending on my relationship with the sender. After all, these are individuals I usually have positive feelings for; I’m just irritated that they’ve added me to their list.
Let Me Pick Your Brain
If your lucky, your path will cross those of people who have experience and knowledge about the challenges you face. In many instances, these people are happy to answer your questions, but be careful you don’t abuse the privilege. Keep in mind that the answers your asking for have a value. Ask for “free” help too often and people will stop taking your calls.
Free Can Be Good…Some of the Time
Giving something away for free to make money isn’t a new concept. Despite the proponents of free, you need to remember that there is a cost (e.g., money, time, energy, etc.) associated with what you do. For example, if you have a customer who pays late every month, look at the additional costs to you. How much time is it taking to follow up on the outstanding invoice? Remember that time has a value to you and your business. If you aren’t careful, you may give away more than is necessary or wise.
Remember the Power of Please and Thank You
Please and thank you could be a separate post. How often are you using these simple words with the people you know? Perhaps I place too great a value on it, but courtesy is something that costs you very little and shows respect for people. Most relationships will benefit from adding these words to your daily routine.
Running a business can be stressful, exciting, overwhelming, and exhilarating. The feelings you experience are due in part to the relationships you form. Abusing those relationships is one of the fastest ways I know to bring about your own downfall. Think carefully before you do something that make ruin one of those valued relationships.
