Etiquette on the Road – Effectiveness for Mobile Executives

Business travel sometimes evolves into getting to know other cultures, finding long-term friendships and having unforgettable experiences

Paula Williams

The Opportunity

Although we had heard that corporate travel had slowed post 9/11 and due to the economic slowdown, there are still LOTS of people doing a LOT of traveling! Many companies are more geographically diverse than they used to be, and although technology is great (See Virtual Teamwork for tips on how to AVOID traveling when possible) There are times when there is no substitute for actually being there in person.

The biggest advantage to being there in person is making face-to-face contact and personal connections and relationships with coworkers, clients, and customers. It is much easier to work with people that you know and that you are comfortable with.

This article will help you make the most of that face-time. It is written for people who travel, or people who work with travelers.

Face-to-Face Contact – Why Etiquette is More Important

The way you act, and the way you dress, are means of communication; whether the message is intentional or not. Demonstrating good manners and being appropriately dressed communicates that you are serious about your job, that you respect the people you’re doing business with, and that you understand the corporate culture. People subconsciously form an opinion about you within the first few seconds of meeting you, long before you’ve had a chance to demonstrate your competence at your job.

Many people will tell you that etiquette is only important for salespeople, but any business person, at some level, is a salesperson. Even If you’re an auditor or competitor, you are representing your company, your department, or yourself in every business transaction. What you are selling may be a project, an idea, or maybe just cooperation with your mission. Whatever it is, it will be an easier “sell” if you start off on the right foot.

It used to be that in your first week on the job you could get a pretty good feel for the written and unwritten “dress code” and the etiquette standards of a company culture by simply walking around the halls and observing what people were wearing and how they were interacting with each other. That’s not always possible today. Many organizations have statewide, national or international presence. They have locations, clients, suppliers and other people they do business with in separate cities, and even on separate continents!

Logistics – Getting Murphy on Your Side

Murphy’s Law seems to apply even more when you travel. With many possible things that could go wrong, it pays to invest some time before and during your trip to reduce the potential for problems and errors. Doing your homework, and putting some thought into your packing will spare you uncomfortable or even embarassing moments!

Doing Your Homework

• When preparing for a trip, find out what you can about your destination. Consult guide books, the Internet, and other people you know that have been there. You can get a pretty good idea of:
  • Culture and customs
  • Weather
  • Maps to your destinations
  • Nearby restaurants
  • Amenities at the hotel you might want or need
• Get to know (or at least communicate with) someone at your destination location, if possible. If you’re visiting a division of your own company, for example, an administrative person can arrange for conference space, telephones, Internet connections, copies of documents, projectors, and many of the other things you may need. Otherwise, someone at the hotel or conference center may be able to do these things for you for a fee.
• Make arrangements for a coworker at your home office to handle your correspondence. Leave details on how things should be handled and under what circumstances you should be contacted.
• Learn to set up your e-mail and phone mail so that it responds, forwards and informs people of your whereabouts, contact information, and expected return date.
• Learn to use your laptop, personal assistant, cell phone and other “mobile” equipment while you’re still at home and can get some help if you need it.

Packing!

• Every pound of luggage you can avoid packing saves you more time and effort than you might imagine – not just lugging it, but also getting it through security.
• Avoid checking luggage if you can! Although it’s not always possible, avoiding checking luggage will save you up to an hour of collection time at your destination, not to mention the possibility of having luggage misdirected or lost. I know a consultant who travelled extensively in Europe with only a carryon bag. (Of course, this is easier for men!)
• Keep a “to go” kit of small versions of personal items (shampoo, razor, comb, etc.) ready to go. That will cut down on size and reduce the possibility of forgetting something.
• Most airlines in the US allow you to take one “standard size” carryon bag and one personal item such as a purse or small briefcase.
• Pack clothes that are versatile enough to allow many options – one pair of pants that might work with two different outfits, for example.
• You can minimize your luggage by doing any (or all!) of the following:
  • Ship presentation materials and equipment ahead
  • Arrange for items such as a projector at your destination
  • Find out what amenities are available at the hotel. If they can supply a hair dryer, iron, laundry services, etc., that may cut down on items you need to pack.

Being “Regionally Appropriate” Two Examples

It’s important to know the basic differences in cultures between geographical regions you’ll be working in. Consult travel shows, guidebooks, the Internet, or people you know in the area to find out about any “gotchas.” If you have to go somewhere without knowing the details, you might consider toning down anything that is very distinctive about your dress and demeanor until you get the feel of the place.

Example One – A businessman in Dallas would find it perfectly acceptable to wear a western suit with a bolo tie and cowboy boots in even the most formal boardroom. That same businessman meeting with clients in Boston would find that the first thing his clients noticed was his mode of dress- not his ideas, projects or products.

Example Two – A woman having a business lunch in New York notices a colleague at the entrance to the restaurant. The woman beckons her colleague with a loud, enthusiastic welcome and a “come here” gesture- palm up and gesturing with the index finger that she would like her colleague to join the party. This same woman in a similar situation in Seoul, Korea would be unintentionally delivering an insult – loud voices are inappropriate, and the gesture is one used only to call a dog, not to beckon a human being. (Humans are beckoned with all fingers in a fluttering motion and the palm facing down.)

Reducing “Social Friction”

At an elementary level, etiquette (including dress and grooming) is a set of rules and expectations we have for dealing with each other. The intention behind etiquette is to reduce the “social friction” between people so that we can relate to one another and communicate well.

At the extreme, failing to use good etiquette can be offensive to the people you work with. This sets up an environment of mistrust and potential conflict – leading to poor communication, corporate dysfunction, a poor working environment, and lost sales.

It’s not just the big-league executives you need to impress. The administrative assistant in a client’s office, or a service person in a hotel or restaurant has an amazing amount of power to help or hurt your business transactions. Offending someone in one of these positions could result in finding everyone “too busy” to make copies of your materials; or finding yourself seated next to the noisy kitchen for an important business lunch.

Conversely, by paying attention to the rules of etiquette, (by sending a thank-you note to an administrative person who went out of her way to help you, or by being polite and tipping appropriately in a restaurant) you may find that they look forward to your subsequent visits and do what they can to help you.

Human contact is usually the most vital reason for traveling, there is much you can do to improve your effectiveness on business trips. To summarize some ideas:

1. Use technology to forward or respond to your voice and e-mail so that people have an expectation of when you will get back to them. Be sure to stick within your commitments and don’t use travel as an excuse for being neglectful.
2. Wear region-neutral clothes in classic shapes, wrinkle proof fabrics and basic colors. Wear shoes that are comfortable, well-polished, well-heeled and well-soled. Don’t arrive scuffed or with worn-down soles or heels, you’ll appear negligent of details.
3. Carry tissues, a small sewing kit, and extra pairs of stockings (for women) . Be prepared for anything to go wrong so you can put in a good appearance in spite of spills, rips or snags.
4. Use luggage that easily meets airline restrictions, and that you can manage easily. If you’re carrying big or bulky items, have them shipped ahead if possible. This shows consideration for your traveling companions, the people picking you up from the airport, and your hosts. It also prevents delays- see item 5.
5. Be punctual. Research your destination and your travel options (always have a Plan B!) and don’t overbook your schedule. If you get there early, you have time to relax and prepare. Use airport guidance as de regeur for flights (2 hours domestic, 4 hours international.) Missing an airplane is in extremely poor taste.
6. Get to know the administrative staff of an office you visit often. Give them a list of what you’ll need as far in advance as you can (Internet connection, telephone, conference space, white board, projector, etc.) so they have time to prepare.
7. Always be sure to send thank you notes after you leave – to your hosts, clients, administrative staff, anyone who has helped you during your trip.
8. Get to know servers in restaurants or hotels you do a lot of business in. Tip well, (when appropriate) and be as accommodating as you can to their schedules and routines. If you’re a good customer, they’ll do what they can to provide you and your guests with a good environment and good experience – which sets an excellent stage for your performance.
9. If you pick up clients, customers or coworkers in your car, be sure it is clean and large enough to accommodate the party and whatever luggage they’re bringing. If it’s not, rent something more appropriate to the situation.
10. Be as positive and complimentary as you honestly can – people love to hear good things about themselves, their companies, their employees and their projects.