Why violating the rules of common courtesy can hurt your business and damage your reputation

Every once in a while I need to rant. I think we probably all do.  The last time I used this public forum for that purpose was back in July when I was frustrated with clients who paid me in advance. Whats’ got me recently is the number of potential clients who, after meetings and proposals for which I’ve spent considerable time preparing, won’t return my emails or phone calls. Here’s a tip:  It’s  a basic human need to know that you’re being heard. No one likes to be ignored.

Unwritten Rules Are Still Rules

Unlike civil laws or corporate procedures, the protocols regarding human social interaction are not written down. They are implied and have evolved over time. But make no mistake. They are rules and when rules are broken there is a penalty.  And for professional business people who don’t return phone calls or emails the penalty is a loss of credibility, an erosion of reputation and a drop off in business. Pretty stiff penalty don’t you think? Let me put it another way: when I meet with a new business, we don’t know each other very well. And what they don’t know about me is how influential I am in the business community. Don’t misunderstand. I’m not stroking my own ego here by claiming to be influential. My point is that since we don’t know how influential the person we are talking to is, we should always  treat each other as persons of influence, that is to say with respect and civility. So here’s the question: if I take the time to meet with you then you ignore my follow up email and phone calls, how could I in good faith refer you to my colleagues and associates? As a business owner, is this a chance you’re willing to take? 

Ignoring Me is Not The Same as No, Thank You!

It’s a time tested truth that in business, you can’t “win ’em all.” When I meet with a business to discuss their needs and how I can solve a problem for them, I understand completely that they may say no to me and go with someone else. Or they may say no because the timing isn’t right. They may say no for a variety of different reasons. Let me emphasize this. Saying no is ok! What’s not okay is ignoring me and assuming that I’ll take that to mean no. I won’t. I will take it to mean that you are unprofessional and have violated the unwritten rules of common courtesy. Not good!

Reformed Smoker Syndrome

Respond to Your Emails and Phone Calls

Why is this such a hot button for me? Because like the reformed smoker who has given up cigarettes and now can’t stand to be around them, I am a reformed violator of the rules of common courtesy and have a very hard time dealing with people who haven’t yet seen the light. My awakening, so to speak, came a few years ago during my work with a client who was also a personal friend. He sent me frequent emails requesting small updates to his website. His requests always went to the bottom of my priority list where they languished until he had to call to ask when the work would get done. This was a chronic pattern with this particular client. Finally he called and asked me why I was ignoring him. But perhaps more jarring was the next question: How can I in good faith refer you to my colleagues and associates? Bang! The AHA moment!

Summary

• If you have had an initial meeting with a vendor, any kind of vendor, understand he/she has spent time preparing for the meeting – answer follow up emails and phone calls
• If you have determined for whatever reason that you will not be going forward with this vendor, say so. Do NOT assume that your ignoring him is sufficient.
• Understand that the vendor with whom you are dealing is a member of the same business community that you are. Ignoring him may adversely effect your standing in that  community.

Have you been treated discourteously by potential clients/customers? Have you been the one violating the unwritten rules of common courtesy? Have you thought about the consequences? I’m interested in your thoughts on this one.

Photo Credit: ScottieT812