How Polite Are You?

post # 279 — January 10, 2007 — a Client Relations, General post

A friend let me know that he wanted to find out how well one of his seminars went, but after the work was done, he couldn’t get the client to return his phone calls. That happens to me, too, and it got me to wondering about people’s sense of business manners.

I think the best way to test what good manners are would be to identify what think we should do, not just what we want others to do to us.

So, think about this: In which of these circumstances do you return the phone call?

a) You have used someone’s services, and it was OK — not great, not disastrous, OK. They want to telephone you to discuss their performance. Do you take (or make) the call?

b) You have used someone’s services and you were disappointed. They want to telephone you to discuss their performance. Do you take (or make) the call?

c) You have asked someone for some detail about their services, with a view to considering hiring them. You decide that they are not someone you want to proceed with. Do you call them to tell them why, or just not respond to emails, letters and telephone calls?

d) You receive an enquiry by email about your services from someone who doesn’t fall within your “strategic screen.” (ie, they’re too small a company, too low level, the wrong type of topic.) They want you to call them to discuss hiring you. Do you place the call and tell them why you don’t want to work for them, or do you just not bother?

e) Someone wants to work for/with you as an employee and places a call. Do you return the call to explain why you don’t want to consider hiring them? Do you send a brush-off email? Do you just not reply?

f) Someone is interested in exploring a joint venture or alliance with you, something you have never wanted to do. Do you return the call either on the grounds of being open to new ideas, or on the grounds of being polite?

What are your policies?