Guest Article by: Kristine M. Lewis (used with permission from the Seabright Company- Thanks Mark!)
Recently, I attended a networking event for my company. The speaker that night spoke about good networking practices. One of the practices she referred to was making sure to follow-up with everyone you meet at these events. She aptly referred to it as “pinging”.
The word “ping” takes its name from a submarine sonar search — you send a short sound burst and listen for an echo or a “ping” coming back. So, in networking terms, when you send out a ping, whether with an email, a phone call or a hand-written note, you’re inviting that person to “come back” and communicate with you thus beginning a relationship with that person…one that will hopefully benefit you both long term.
I always make it a practice to send out hand-written thank you notes to everyone I meet at these events. I like hand-written notes, because they’re a physical manifestation of your company (your brand) to that potential client, strategic partner or referral source. A hand-written note sets the tone for your company. Hand-written notes also differentiate you from most other businesses. Ask yourself when the last time you received a hand-written note from someone you met at a business setting was?
Quite simply, hand-written correspondence is a wonderful way to build your business. When I say build your business, I am not just referring to acquiring new customers. I am also referring to keeping the customers you have!
According to a study conducted by the Technical Assistance Research Project in Washington DC, 68% of customers leave because of “perceived indifference”. In other words, customers don’t think you care about their business. As Sir William Jones said, “The deepest principle in human nature is the craving to be appreciated”. Our customers and clients want and need to be appreciated, remembered and thanked.
Another great advantage in sending a personal note….people tend to keep these cards. Whenever I receive a nice note from someone, I display it one my desk for awhile. Every time I see the card, I am warmly reminded of that person or business.
So, when should you send a hand-written card to someone? Here are a few suggestions:
Every time you meet someone new and get their contact information (i.e. a networking function, a business meeting, a training session, on the plane, a social party, waiting in line at the grocery store, etc.)
When a customer makes a major purchase from you or sends a referral your way.
When you embark upon a joint venture with a new company.
Here are some other suggested but not mandatory times to jot a quick note:
A birthday greeting to your clients and associates.
A congratulatory note when you hear about something great that customer or business associate did. For example, one of my customers published a new book, so I sent her a congratulatory note.
If you see an article that might be of interest to that client or associate, send them the clipping with a quick note.
An encouraging note to members of your staff or team.
Remember, every card is a “ping”. It is likely that your message will echo back to you in some way soon!
Writing a hand-written note does not have to be a difficult exercise! When networking, make it a practice to take notes about the people you meet on the back of their business cards, so you have something to reference when you go to correspond with them.
Hand-written notes should only be 3-5 sentences in length. In other words, be short and to the point. If it is your first correspondence with this person, remind them where you met and what you do for a living. Thank them for taking the time to speak with you and perhaps suggest another meeting. Make sure to enclose another business card.
Your personal correspondence should be written on high quality stationery. Remember, your stationery represents your brand. If you are a veterinarian for example, a note card with a cute dog might certainly be appropriate. If you’re an image consultant, you might want something more refined and sophisticated. Personalized note cards with your name and/or company already printed on them are great for establishing a consistent brand or image. Make sure to give your correspondence that extra personal touch by hand-addressing the envelope and using a real postage stamp.
Set aside some time every day to write your notes. I prefer to do this practice at the end of the day. It gives me time to reflect upon the day and
allows me to give this practice my undivided attention. It also helps me to end my day on a very positive note…energy which transcends to the following day.
For remembering customer’s birthdays, I have created an Excel spreadsheet with my customers’ names, addresses and birthdays. Once a week, I refer to this sheet to remind myself of the birthday notes I need to send out for that week.
Don’t get me wrong, emails, instant messages, phone calls and the like are all wonderful communication tools! However, taking the time to write a hand-written note really sends the message that you care and you have taken the time to think about your relationship or potential relationship with that person. Those 3-5 sentences can make a mighty impact. And, that ping will come back to you in the mighty echo of increased opportunity. Grab your pen and stationery and get writing today!
I was sitting next to someone in traffic, we both had our windows rolled down, and I noticed that she was talking on her cell phone. Not only did I notice that she was on the cell phone, but I heard every word of a rather personal conversation with her daughter.
I’m sure both women would be really upset to find out that they’d confided their problems in a total stranger (who had not really intended to be part of this exchange!)
This caused me to give some thought to a common phenomenon – the convenience of cell phones often causes people to forget some key principles of etiquette.
In an amazing coincidence, when I got back to my office, I ran across a blog post from Jaimie Field (Enlightened Rainmaking)
I was recently on a New York City bound train at rush hour and couldn’t help overhearing the conversations of the people on their mobile devices. Of course I couldn’t help it – for some reason, when people are on their phones they lose the ability to modulate their voice levels. (It always reminds me of that scene in the first Austin Powers movie when they unfreeze the lead character who had been cryogenically frozen for 30 years.)
Now in this particular instance I was listening to someone speak of their Uncle Joe’s liver transplant and how this holiday season is going to be tough since he is not allowed to drink anymore. What do you think? Too Much Information?
This got me to thinking about Attorneys and their cell phone etiquette (or in some instances, lack thereof). I have been at lunches where a phone call has interrupted a perfectly wonderful conversation. Then, I sat there while my attorney client had a 10 minute conversation right in front of me. It is important to add that there was nothing that I heard from their end of the conversation that couldn’t have been said at a later time.
We could write a list of etiquette rules for cell phone users, but it really boils down to common sense and a three key principles:
The current situation (driving, conversing with people in person, checking out at the store, etc.) always take precedence over a cell phone conversation.
In the event of an emergency (something you MUST handle over the cell phone) stop what you’re doing. Get out of line at the store, pull over to the side of the road, excuse yourself from the table or the conversation, and handle the emergency.
Remember that no cell phone conversation is ever really private.
People used to know that it was bad manners to discuss sex, money or politics; especially among people you don’t know well. But it seems we’re breaking all the rules these days.
It’s not a bad thing that we’re opening up a bit and able to express our views, but using a little restraint wouldn’t hurt, either!
If you’re unemployed or otherwise not doing well financially, it’s fine to opt out of expensive outings with friends without making a big deal of it. Suggest a less expensive alternative, like staying in for games and snacks rather than spending a night on the town.
Even if you’re in a tight spot, don’t avoid your friends altogether, enjoy your time together and enjoy simple hobbies and conversation.
Don’t carry on about your money troubles to friends you don’t know well. They probably can’t help, and you’ll just make them uncomfortable.
If you’re doing well financially, DON’T carry on about your great job, high credit score, or expensive purchases you’ve just made. It’s great to be doing well, but it’s in poor taste to advertise it in a neighborhood with 10 percent unemployment!
Have a holiday party if it’s a tradition for your family, company or group of friends. It’s possible (and fun) to have parties with less expensive food and drink options. You don’t need Champagne when white wine in a box will do. You can have more cheese and less caviar, more vegetable dishes and less steak and lobster.
Give gifts that show more thought than money. You can assemble a fruit basket with food from the grocery store or farmer’s market and deliver it yourself, rather than having an expensive one delivered.
Tip if you can. Even if you give your personal trainer, mailman or hair stylist half of what you gave last year, it shows that you’re thinking of them.
Being polite and sociable doesn’t mean you run up a huge debt. This is a great holiday season to focus on simpler pleasures and simply enjoying the company of people you work with.
Whether we’re looking to make sales, land a job, or just keep up in our industry, most of us attend networking events, conventions, job fairs, etc. Making the most of these opportunities involves a little preparation and know-how.
Clarify your Objective
Have a realistic objective for the event. Your overall goal in life at the moment might be to “increase sales” or “get a job,” but formulate something more specific for the occasion, like:
Meet someone from three companies you’d like to work with. (You can often get a list of who’s attending from the event organizers and make a “short list” for yourself beforehand.)
Talk with ten people and get contact information for four of them.
Distill Your Message
Have an answer ready for common questions.
“What do you do?” “What type of job are you looking for?”
Stumbling on this is the most common error in networking situations, and the most unfortunate. You lose an opportunity if you’re not perfectly clear about what you have to offer and why the person you’re meeting should know (and remember!) about you.
You can even have a unique and powerful response to an ordinary question like “How are you today?” Instead of the usual (and boring) “Fine.” You could use the opportunity to say something positive, engaging, and conversation starting – like “I’m really glad I came. Did you hear that the turnout is better than expected, given the economy?” It’s even better if you can tie your response in with your industry or profession, so that you sound like someone who is really engaged and informed about what’s going on.
Dress to Impress, then Forget It
Eighty percent of communication is visual. Especially when meeting people for the first time, be sure to “look the part.” If you look like a successful consultant or a professional person, you are more likely to make a good impression and to be remembered that way.
Observe the way people dress in your geographical area and industry if you can, otherwise, dress conservatively and professionally.
The best thing about being appropriately dressed is that you can forget what you’re wearing and focus on who you’re meeting and the message you’re delivering. You (and everyone else) can literally forget about what you’re wearing because you don’t feel self-conscious and your clothes and grooming aren’t drawing any attention away from your personality and your message.
Conversation
Listen more than you speak. Ask questions. This gets people talking about themselves and their company (which is why you’re there, right?)
You may be desperate to communicate your value to the company or the industry, but you communicate much better by investing the time and listening to other people. Keep your own responses fairly short and clear, and encourage others to talk about themselves. They will think you’re a brilliant conversationalist if you let them to most of the talking!
Remember that everyone is here to network. Don’t monopolize any person for more than 10 or 15 minutes. If you strike a good rapport with someone and find that you have more to talk about, ask for their contact information and suggest that you have coffee or a phone conversation later.
Business Cards
Don’t just hand out business cards, or ask people for theirs. Acquiring (or handing out) business cards is not the objective of the day. The objective is to make meaningful contact with people who have a reason to contact you later, or that are looking forward to you contacting them.
If you strike a chord in conversation and see that there is mutual interest, ask the person you’re talking with if you may contact them later. They may offer you a business card. If they do, offer one of yours. You should have them ready (in a jacket pocket is ideal) and not go digging through your purse or briefcase or pants pockets in search of them.
When you receive a person’s card, follow up within a day or two with an email or phone call reminding him of what you talked about.
More Information
Networking Etiquette by Aviva Schiff on The Sideroad
Health and Human Services Secretary Kathleen Sebelius
Health and Human Services Secretary Kathleen Sebelius took advantage of a “teachable moment” when NBC reporter Chuck Todd sneezed during a recent press conference.
“Bless you. What was that about?” She said in response to the sneeze. “Give that man some Purel!”
She then demonstrated correct sneeze etiquette and suggested that Mr. Todd could use a special briefing from Elmo, the Muppet.
(Sesame Street has teamed up with the federal agency to produce some public service announcements in response to the H1N1 influenza epidemic.)
Kanye West interrupts Taylor Swift's Acceptance Speech
MTV has always been an informal venue, and one of the last places on earth to expect to see a great etiquette lesson.
But our hats are off to Beyonce, who showed an incredible amount of class to a fellow musician after the unfortunate incident.
We agree with the Today show host Matt Lauer’s assessment – here’s a great example of “Class vs. No Class!”
The really interesting thing about this incident is that West didn’t seem to intend any offense – he acted on impulse and simply expressed his opinion.
He obviously didn’t consider how disrespectful the gesture would seem to Swift and her fans, friends and family. He’s since apologized on his blog.
His apologies, according to Rolling Stone, seemed to miss the point:
“I’m in the wrong for going on stage and taking away from her moment!… Beyonce’s video was the best of this decade!”
In a later post, he seemed to have a better understanding of the scenario, probably after hearing opinions from all over the media.
“I feel like Ben Stiller in Meet the Parents when he messed up everything and Robert DeNiro asked him to leave…,” Kanye writes. “That was Taylor’s moment and I had no right in any way to take it from her. I am truly sorry.”
Bad manners: Kanye West interrupting Taylor Swift’s acceptance speech.
Better manners: Kanye’s apologies, which can’t undo what was done but seem to show that he didn’t mean any harm to Taylor Swift.
Great manners: Beyonce Knowles sharing the spotlight with Taylor and giving her an opportunity to finish her speech.
Most of us have business and personal reasons to use social media.
Social Media seems to encourage us to mix business with pleasure.
Forrester’s Research indicates that 51% of online Americans have joined a social network. Another 73% are consuming some form of social content on a regular basis. People are connecting with, listening to, following and collaborating with each other online at an amazing rate.
We may have personal or business accounts, and the nature of many of these sites, like Facebook, seem to encourage mixing business with pleasure.
I have a personal account on Facebook, and business accounts on LinkedIn and Twitter. I also have fan pages on Facebook that are linked to my personal account as well. I don’t see this as a problem, because we’re all complete human beings and we all engage in some small talk around the water cooler at work; and we sometimes talk to friends and family about our careers at home.
But this mixing can get out of hand. In the worst cases it and can compromise your professionalism at work or it can result in friends and family avoiding you because you’re constantly flogging your product.
Here are some guidelines I’ve come up with:
1) Be honest and be yourself. It’s okay to tell friends and family what you do for a living, and it’s okay to tell business associates that you enjoy gourmet cooking.
2) Equally important, respect your own privacy as well as everyone else’s. Social media is not private, even on personal accounts. No matter what the “settings” say, nothing is secure and anything can be overheard. Don’t say anything in the social media that you wouldn’t say on a crowded airplane when you don’t know who is sitting next to you.
3) Don’t send game invitations or forward long lists of jokes or memes to business contacts. My rule is not to play games with anyone that doesn’t invite you first.
4) Use screen names and profile images that respresent you (and your company) well. Photos that show your face are best. (They’re authentic, they help people recognize you as the Paula Williams they met at a conference among the sea of Paula Williamses out there.) Getting too clever with your profile image, using an image of a cartoon character or household object, or calling yourself a “slackerfromdetroit” doesn’t usually inspire confidence in a profile that potential business partners might be viewing.
5) Compose your posts and tweets as carefully as you would any memo or document that’s going to be sent to hundreds (or potentially thousands) of people. Use a word-processing program to compose so things don’t get sent accidentally, use spell-check, and verify that your links are good before posting.
6) Realize that what you post is out there for good. Potential employers routinely search social media for information by and about the people they intend to hire.
7) Don’t sell stuff on social media. You can include links to announcements or blog articles or your web site, but social media is for connecting, not for selling. (Your company’s web site is for selling.) In other words, saying that your new book has finally been published (with a link) is fine as a status update or post, but I think that saying “Buy my new book!” as a post, tweet or update, is bad manners.
What are your rules for social media? This is an emerging field and we’re all making it up as we go. I’ve probably violated a few of my own rules at times, and have made up new ones. I’d like to hear what you think!
Get the information you need for quotes and proposals, but don't it hard for customers to do business with you!
I ran across this post in a forum and thought it was an interesting discussion.
My own process is that I give people an informal quote over the phone, but for a more detailed, binding quote (in writing) I request that both parties sign an 2-way nondisclosure form. That way their information is protected, as is mine. And then I can feel free to ask them questions relevant to my pricing and I can tell them a bit more about how I go about doing things, since they’ve promised not to share than information with my competitors.
I guess the key thing is to be sure that all the information you request is really needed to give a good quote, and not just “filling out a form.”
Here’s the forum discussion that got me started on this topic: (It’s amusing and educational!)
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Hi,
I am trying to price up a piece of machinery for a potential business idea I have lined up, however one of the companies whose product I have been researching doesn’t have a price on their website. I emailed them for a price, but now they are asking me to supply full company details…which I don’t have. Is this to protect competetive advantage and fairly common? Or is it a bit weird? I’d have thought you’d want to promote a product as much as possible… but maybe not.
I am amazed at how hard some companies make it for potential customers to give them orders
I would tell them, either give me a price or you will loose out on a potentially very large order
We approached a Company last week for prices and were told after being passed around the office that we needed to open an account first and that they would send us a form to complete and then they would check us out and then it would be passed onto the relevant sales rep etc etc, Muppets
They were told that in view of their ridiculous procedures that we would not be buying from them and that we would be going elsewhere, the sad thing is they didn’t appear to care, if it was my business they would have all been fired
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We do this all the time, me hates all the punters and the scheming, conniving, time wasting, gits. Need to be weaselled out!!!
A lot of punters have massive potential to suck you into a bottomless pit, where nothing but your time gets consumed.
This is a business ethics video Elizabethtown College SIFE created to teach high schoolers about business ethics in the workplace.
They did a great job with this video – I love the fact that it’s really informative while acknowledging that not every situation has a clear and safe course of action, and that realistically, making the ethical choice involves some risk (and courage) for the person involved.
It’s not always easy to do the right thing. Have you ever been in a sticky situation?
Guest Article by: Kristine M. Lewis (used with permission from the Seabright Company- Thanks Mark!)
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