12 rules of good conduct in business communication in English

Original author: Grant Cardone
  • Transfer
Even fluent in English, those with a non-native language can make unfortunate ethical mistakes in business communication with customers, partners, investors, and colleagues. Manners of courteous communication in Russian and English are different; about some of the nuances of practical interaction with English-speaking customers - in the translation of an article by entrepreneur and international sales expert Grant Cardon. Some advice, however, should be carefully considered before adopting: let's discuss the controversial points in the comments.

Translated to Alconost .

If you want to earn more, watch out for manners. Don’t call me “buddy”, “dude” or “buddy” simply because I added you as a friend on Facebook or because you followed me on Twitter or Instagram.
I’m probably one of the most “informal” businessmen whom you will ever have to meet, but this does not mean that you can forget about manners: everyone should have good manners.
Good manners are an art, a sign of professionalism, and they will help you on the path to success in the real world.
These 12 rules of good form should become a habit if you are striving for professional prosperity.

1. Contact by name.

No matter how well you know, refer to the other party, since "Mr» ( Mr. ), "Mrs.» ( by Mrs. ) or "Miss» ( Ms. ) - a sign of respect. By this you show that you are here - just to serve the customer. And it doesn’t matter how many times the client told you: “Call me by name”; it’s not at all difficult to continue to address by last name, with the polite “Mr.”, “Mrs.” or “Miss” in front of her.

2. Use the phrases: “Yes, sir” and “No, sir”, “Yes, ma'am” and “No, ma'am”.

In modern culture, we completely ignore all formalities. If a person buys a product or service from you, he is still one step above you, regardless of age.
As a customer, your customer is the boss, and you are the subordinate. You are NOT equal, and the use of the phrases “yes, sir” and “no, sir” shows that you understand this.

3. "With pleasure."

Instead of the usual: “Let's do it”, answer enthusiastically: “My pleasure” . So you demonstrate your willingness to help.

4. “ Thank you for your time ”.

Time is valuable. Gratitude to the client for his or her time at the beginning of the conversation and then again at the end is a sign that you value his or her time.
Never say: "I do not want to waste your and your time." Your time does not matter: customer time is what matters.

5. Do not interrupt.

Many of us make this mistake: listen to answer, not to understand. Understanding should be the main task. Interrupting, you show disrespect, and this will never help to improve business relations.

6. Confirm.

Before answering the client, confirm that you heard and understood him. For example, say, “Thank you for noticing this, I agree with you” ( “Thank you for telling me that and I agree with you” ). If you do not confirm the receipt of information, the client may feel that he was not heard and did not show due respect for him.

7. All attention is to the interlocutor.

During a conversation with a client, you correspond, answer calls, do other extraneous things and think that you look "mega-business"? No, you look mega-rude and because of this you can lose mega-a lot of money. Always give the person in front of you your full attention.

8. “Thank you, thank you, thank you.”

Gratitude to the client is not too much. Give thanks in any way possible. Write sms ten seconds after your meeting. Then call or write a thank you email.
And if after that you send a hand-written postcard, this will be the most memorable way to express gratitude. “I would like to once again thank you for your cooperation and say that we really appreciate you as a customer” ( “I just want to tell you again how much I appreciate you as a customer” ) - very good written thanks.

9. “Sorry.”

This is just common sense. If you interfered with someone or invaded his personal space, admit it and apologize.
This is a sign of respect. Also, if you enter an office where people are already talking, this is a polite way to be noticed and quickly get an answer to your question.

10. Hold the door.

Never enter first. Hold the door for everyone who comes in with you: no matter who he is. Holding the door to a stranger, you will demonstrate your courtesy and good manners.

11. "I will definitely clarify this."

Saying “I don't know” is unprofessional. Moreover, it is impolite, even if it is true. “I don’t know” can sometimes sound like you don’t care.
Better answer: “Great question, I will definitely clarify this and let you know” ( “Great question, I will do my best to find out for you” ). So you demonstrate your desire to be useful to the client and answer all his questions.

12. “It is a great honor for us to work with you” ( “It's an honor to work with you” ).

Be sure to find your way to express to the client how valuable your collaboration with him is. If you cannot express this with due sincerity, ask someone else to work with this client.

Good manners are not just boring morals of parents and not outdated rules of behavior. In the world of business and economics, good manners are rewarded, and bad manners are punished. Look at those who make a lot of money, and you will see that they all differ in good manners of business communication.

About the translator

Translation of the article was done in Alconost.

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