Brush up on your Business Etiquette

Guest post by: Rene Truter
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Some pointers when choosing a business partner - By Rene Truter

Basic knowledge of etiquette can be priceless, especially when it comes to meeting potential clients or suppliers. After all, you only get to make that first impression once!

Meeting people

Proper etiquette when meeting people includes introductions, receiving guests, shaking hands and remembering names. The host or person with the highest rank usually initiates the handshake. Your handshake should be firm, but take care not to hurt the other person!

Always make eye contact when meeting new people (but don't stare). It shows respect, confidence and good interpersonal skills. When introducing people, the person with the highest rank is named first, and then the one being introduced.

Telephone do's and don'ts

Good etiquette when speaking on the telephone is as important as speaking to someone in person. Here are some tips:

Always answer the phone by the third ring
Identify your business and yourself
Don't keep someone on hold for more than 30 seconds
Return calls on the same day
If you ask someone to return your call, leave your phone number
Make sure your voice mail works properly when you are out of the office
Your voice message should be short and positive. Tell the caller when you'll be back in the office to return his or her call. Also make sure there is no background noise, as this makes it difficult for the caller to understand what you are saying
Don't read your e-mail or work while on the phone. Pay attention to the person on the other end, and listen carefully to what they're saying
Use greetings such as "good morning", "good afternoon" and "good evening"
Always end on a positive note, and say "goodbye". Never say "bye-bye" when ending a business call

Writing rights and wrongs

The way in which you send an e-mail message, write a memo or business letter says something about you. Here's what you should remember:

Women should be addressed as "Ms." regardless of their marital status
Don't forget to sign your letter (use a signature in an e-mail), so your phone number is at hand if the person wants to call you
Always re-read for typing errors and spelling mistakes
Always use correct grammar and spelling (yes, even in e-mails!)
Be concise and to the point

Conducting yourself in a professional manner will prompt others to treat you as such. If you can't remember specifics, simply: treat others as you want to be treated.

Copyright© 2010 Business Partners Ltd. All rights reserved.

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About the Author: Rene Truter

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The SME Toolkit is a project of the Small and Medium Enterprise Department of the World Bank Group and is available in multiple languages through local partners, such as South Africa, around the world. Business Partners Ltd, leading risk financing company for small and medium enterprises (SMEs), has made the online Toolkit available for all entrepreneurs in South Africa.

The Toolkit is a joint initiative between Business Partners, the International Finance Corporation (IFC) and IBM, offers easy access to information, resources and online training relevant to SMEs in a large number of industries and business sectors.

The SA SME toolkit provides how-to articles, business forms, financial tools, online training and information resources developed by leading experts, and free software tailor-made for SMEs. All aspects of business set-up and management are covered, from business planning to accounting, financial management, human resources, import /export, legal and insurance matters, marketing, sales, operations and information technology.

The site also offers a range of self-assessment exercises and tools, aimed at enabling entrepreneurs to take control of problem-solving in their companies, and even to proactively implement strategies to avoid potential problems.

Users have lauded the SME Toolkit as a one-stop shop for almost any piece of information needed to run their business. Register on the Toolkit today to start receiving the monthly newsletter and grow your business knowledge and skills.

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