You are the best small talker if you get the customer talking and actively listen to them.
10. Good telephone manners
Business phone calls begin with the ringtone and your greeting and end with the announcement on your mailbox. Set up a serious ringtone and avoid James Bond tunes. Answer with greeting of the day, first and last name so that the caller can hear where he has arrived. Remain friendly, engaging and solution-oriented in the telephone conversation. Summarize what was said at the end of the conversation. Smile – because the caller on the other end can “hear” that too.
Above all, avoid killer phrases like: “What was your name again?” The better option would be: “Can you tell me your name again, I didn’t understand you correctly.” Or simply: “What is your name?” If you are not available and your caller goes to voicemail, you should say more than just the phone number – perhaps even automatically. The caller should at least hear their first and last name so that they know they have reached the correct mailbox. Calls should also be answered promptly, preferably on the same day. It may also be possible to respond by email, as you will immediately send an offer to the request.
If you are participating in a conference call on your cell phone and are not making a contribution, your phone should be set to silent. It is very disturbing to hear the background noises of the participants while shopping, driving or drinking coffee.
11. Write letters and emails correctly
Very often you give a first impression through your correspondence. Today more likely through an email than a letter. The following applies to both media:
Just always remember what you do with a card you receive that you don’t know who wrote it.
- Spelling must be adhered to.
- Meaningful paragraphs are helpful for the reader: the shorter the first paragraph is – up to seven lines in the letter and a maximum of five lines in the email – the more willing the reader is to get started with your text.
- Letters should be as one-sided as possible and emails should be kept as short as possible.
- Long texts and explanations about the product or offer are sent as attachments and only briefly mentioned in the text.
- Avoid using emoticons in both letters and emails. Smileys have no place in business correspondence. You can express yourself so clearly that such tools are unnecessary.
- Remember that you have a salutation and farewell. This may sound different to over 90 percent of the correspondence that is otherwise sent. How about “Hello, Dr. Huber” (instead of “Dear Dr. Huber”) or “Kind regards” (instead of “With kind regards”)? Small things like that often make the difference.
- What letter or email readers always read is the PS line. Feel free to use these for your own marketing. Have you received new services or products or an award? This information, packed in the PS line, but no longer than two lines, is read by the recipient. Try it.
- Do you send personal cards to your customers at Christmas? A handwritten salutation and a legible farewell next to the printed text are the minimum. One or two customers would also like to receive a few personal words from you.
Just always remember what you do with a card you receive that you don’t know who wrote it.
12. Meetings in style
You can demonstrate style, especially in meetings with customers. If a secretary leads you into the client’s meeting room and asks you to take a seat, it’s better not to do so. Or do you know the host’s favorite place?
If a longer waiting time is announced, just to be on the safe side, ask: “Where does your boss usually sit?”
The host has to offer drinks once, then you can help yourself. (More on the topic: “How to score points in meetings”)
13. Eat with the customer
Business lunches with clients are a “social campfire,” say sociologists. Finding the time to eat together has become increasingly difficult, but it’s worth it. Because at the table it’s not just about eating, but rather about social exchange with business partners. Even if we have bad memories of Grandma’s table rules, stick to them:
- The napkin belongs on your lap as soon as the food is brought out.
- Bread is broken and eaten as a side dish to the starter, the main course has its own “filling side dishes” such as potatoes, pasta or rice.
- The arms or elbows do not belong on the table. Place your hands up to the knuckle maximum.
- You don’t speak with your mouth full. This is considered a standard of manners that one should master. This also includes not chewing with your mouth open. When the other person speaks, put down your knife and fork for a moment.
- As a good host, you inform your guests – with a recommendation – about the number of courses and price structures. The subtle hint of which starter and main course you are choosing helps a guest with their menu choice.
- If you are unsure about your wine selection, ask the waiter to recommend something.
