Business Etiquette | Tiffany Nielsen

Customer Service: “Hello” and “Thank You” Matter

May 20, 2015 By Tiffany Nielsen

“Hello” and “Thank you” Matter

You’ve all experienced receiving a welcoming “hello”. It makes you feel good! More importantly, you feel appreciated. This is especially true when an employee of a business acknowledges you as you pass through their door.

You’ve also experienced walking into businesses only to hear nothing. Not a peep. Perhaps you’ll find yourself on the receiving end of a growl for interrupting them instead.

Some of you might not appreciate being acknowledged because you just want to be left alone. At least be aware it’s considered very poor service for any business not to take notice of their customers.

Customer service starts with a “hello” and ends with a “thank you”. Therefore, training your staff on how you want your customers treated is essential to staying in business. Don’t assume your staff knows your expectations. Don’t assume they even know to be cordial.

If you own a business, have you watched your staff interact with customers? What observations have you made? Have you set your ground rules and facilitated customer service training? Have you empowered yourself to be a role model your team can look up to?

Not every customer will respond to your pleasant greeting or show of gratitude; they either don’t hear you, don’t care or they live on another planet and therefore don’t get it. Rest assured, knowing when you take the high road in customer service, most people will drive a little bit farther to spend a little more money with you, because they know you value them.

Etiquette! Stay Positive

December 4, 2014 By Tiffany Nielsen

Etiquette to the rescue

A local chain store cashier is responsible for managing phone calls and a long line of holiday bargain shoppers. At a check-out stand this past weekend, a cashier vented to me, “everyone keeps calling the store to find out what time we close”.

I know all too well what it’s like to work in retail sales during the holiday season. Yet, was it smart of her to complain about her job responsibilities to a customer? This is a big etiquette faux pas.

This interaction reminded me that our actions and words potentially impact how others view us.

Don’t vent about your job to people you don’t know. You don’t know who’s related to your boss, who’s on a ‘secret shopper’ mission or if the person you are venting to happens the CEO you are scheduled to interview with tomorrow morning.

Do be grateful for customers who call at 4:55 P.M. They are choosing to give their business to you, not your competitors.

Do face difficult workplace situations with professional charisma and etiquette. We already have enough charmless complainers in the world.

If you are hired to answer telephone calls and serve customers, then it’s your job to answer telephone calls and serve customers. Shine. Smile. Serve!

If you choose to be positively carry on you will succeed. If you choose not to be positive in the mist of difficult workplace situations you are only hurting yourself.

To Your Success!

Tiffany Nielsen, Your Favorite Etiquette Lady

Do This, Not That: Interview Etiquette

July 3, 2014 By Tiffany Nielsen

Where to Sit During an Online Interview

When the month of June rolls around, I think about what was going through my mind when I graduated from college. My parents’ number one priority then was for me to find a job. Imagine that! I had ‘rest and relaxation’ on the brain, while thinking about looking for a job! What I should have concerned myself with were interview strategies that evolved around preparation, presentation and praise.

In the coming weeks, I will focus on Do This, Not That: Interview Etiquette Skills that will help you, or someone you know prepare for a job interview.

In today’s episode of Do This, Not That, you will learn how to prepare your environment in preparation for an online interview.

Do This, Not That: Interview Etiquette

Get social about Where to Sit During an Online Interview, by Tweeting, Face-booking or Linking-in.

Seasoned workplace veterans, please post your insider, expert interview etiquette suggestions in the comment section below! Job seekers, interact with us by asking questions. Get ready to learn from each other!

Thank you and please stay tuned for more Do This, Not That: Interview Etiquette episodes. Until next time, stay classy!

Small Talk Skills- Make it Count!

November 12, 2013 By Tiffany Nielsen

Small Talk: Make it Count

Recently, a woman approached me at an event where I was a guest speaker. She was kind to compliment me on a job well done following my keynote etiquette presentation, but used her compliment as a way to bait and hook me into listening to her well-rehearsed 30 second elevator sales pitch. Right then and there, I had just been handed another good topic for the etiquette conversation, Small Talk Etiquette.

Small talk, sometimes known as “chit chat” is one of my favorite socials skills. It is what takes us from stranger to friend, date to spouse, nervous sales pitch to closing a new account.

It has also been my experience that “let’s get to know each other” – the reason for small talk – is a useful cornerstone for building business relationships. A 30 second elevator pitch won’t seal the deal, and frankly, going in for the kill is old-school. Isn’t that a relief?

Some people despise or fear small talk while others thrive on it. Personally, I have my good days and bad days communicating with the new people I get to meet. I am a chatter box; therefore, I have to work on zipping my lips and listening more intently. How do I listen more intently? I latch on to really good social skills recommendations! Here are steadfast guidelines that make this small talk thing easier.

1. Meet and greet people: Stand up (if possible) to meet people. Look them in the eyes, shake hands and say your name and repeat their name. “Hi, Hello, My name is, Nice to meet you” are proper pleasantries. Pleasantries in return are a must. It is a huge pet-peeve of mine when people don’t exchange pleasantries.

2. Kick-start a conversation by asking questions:
– Jane, what do you do for work?
– Jane, this is my first time attending this event. I’m having a blast! What do you think of the event?
– Jane, I am new here and I would really like to get acquainted with other people. Do you mind if I tag along with you for a bit in order to meet new individuals?
*Try not to linger too long. Jane needs her time too.

3. Be sure to ask questions in return. One-sided conversations are dull. Don’t be dull.

4. If you think, “I just don’t know how to do this,” practice! Try practicing small talk with store clerks, taxicab drivers, etc. I once heard someone say, “Practice makes permanent”.

5. Find out what interests the person to whom you are speaking to. Also, it is okay to talk about the news of the day. Avoid politics; however, this would be impossible if you were attending a political event, right?

Keep in mind, not every new person we meet will converse back with us. Please don’t take it personally; instead, move on to somebody that will gladly want to get to know you. And, as always, treat others the way you’d like to be treated.

Feel free to add your conversational small talk etiquette tips in the comment section below and let’s help as many people as possible make their best connections yet!