Manners Matter

Since hanging my shingle as a consultant, I am ever more alert for business opportunities. Those of you who own or run a small business appreciate the multi roles you play in sales, marketing, accounting, human resources, etc. If it is to be, it is up to me!

After many years in corporate upper management aware of the critical role of sales, I have a newfound sales appreciation. Most prospects, when awakening on a beautiful day do not think, “I cannot wait to talk with the copier, office supply, media, insurance, phone, or bank sales representative. today.”

I am almost convinced that more and more prospects wake up with one of their first formative thoughts, “Who can I avoid speaking to today!”

I am a mid-baby boomer member - manners mattered and were enforced. Today, the lack of returned phone calls, and “lost” or never viewed letters appall me, and other sales professionals I kibitz.

This behavior reflects on our prospects’ businesses and my theory is that "peddlers" have many, many contacts and prospects may lose prospective customers because of boorish behavior recounted by the sales rep recipient.My walking into two businesses recently with a portfolio in hand seemed to guarantee that no one would greet me. "He's obviously not a customer, why bother." Yet, other businesses in the same product/service category warmly greeted me despite my obvious appearance as a sales rep.

This is an example of one way to measure the civility of a corporate culture. “But if I spent all day dealing with sales people, I would not get anything done,” implore my naysayers. Nonsense! Provide firm, reasoned responses and the true sales professional quickly and cordially responds appropriately. The boorish sales people, of course they exist, try to argue and cajole. Hang up or ask them to leave, and in the future you are well within your rights not to respond if their inquiry repeats.
Civility is one of the barometers of a culture’s vitality. I fear for ours.