By no means am I an expert in this field. Though, if you would like the name of someone who is, I can give you the info for someone who has taught me a lot over the years and I still learn something new every time she speaks...10+ years later. She's a true professional and could write a book (or three) on personal and professional etiquette. These are merely my 'dumb country boy' thoughts from interactions and observations I've had over the years in no particular order.
Appointments
Everyone that I work with has heard me talk about how much I absolutely love appointments. Think about it, we make them all the time - for a haircut, the dentist, the groomer, a fancy restaurant, or any other number of activities. Appointments help give our schedules some sense of structure. Yes, emergencies happen, like when Britt had to cancel the kids' dentist appointment when her water broke. But that's not the norm. However, when we are able to schedule something, it often helps our activities to flow smoother...and hopefully that was our last water-breaking episode.
For instance, on multiple occasions I've had customers stop by unannounced to see me at work only to discover that I'm out of the office, on my way out (to a previously scheduled meeting), or tied up with someone else that may take an hour or so. It doesn't mean that I don't want to talk with them and try to assist them. It just means that I have a scheduling conflict in that moment that a phone call, email, or text message would have saved them some time and trouble.
And my self-employed people will love this portion more than it affects me - when you schedule an appointment, keep it (or at least cancel it). For self-employed people who have allocated time (translated money) to you, or someone who's driven a distance to meet you only to have you not show up, this is infuriating! I imagine that even if an emergency happened, a quick call or text that saves them 10 minutes would be huge. When I have an appointment set for 10 AM, I won't start any other complex task much after 9:30 for the sheer fact that I need to have my head clear and be prepared for you when you get there...plus there's that rare breed that shows up early.
Cell Phones
I don't mind someone's phone ringing or buzzing while they're in the office with me so long as it doesn't become excessive. We never know their situation - maybe their wife is 9 months pregnant and her water could break at any moment. Or they may be expecting an important call or have other work to do that only takes a quick response. But I do mind when I'm asking questions and we're working on an issue if the texts, emails, or scrolling take precedence over our conversation. I'm focused on trying to help you, I'd appreciate if your focus was there too.
Personal vs. Business Use - For some people, their personal cell phone is their business phone. If you're self-employed or your company pays for it, it likely doubles as both. For others that's not the case. My personal cell phone is my line of communication with everyone outside my home. It's the line that my wife texts, my mom calls, my friends...never mind, we've got three kids, my friends have given up on me for now. It is not truly a business phone, though in today's world it is used that way at times. For those who text or call me, I'm fine with that. I simply ask that you be mindful not to abuse that privilege and extra line of communication. I have friends who are also professionals in certain fields that I want to ask a personal question (translated free advice) of and I will attempt to gracefully approach that topic and always ask that they respond at their convenience.
Ultimately, a lot of our conduct really just comes down to communication and making sure that everyone is on the same page and has the same expectations of how the process is going to work. No one likes stopping by someone's office and they aren't there. I haven't met a customer yet who likes to wait, or a business person who doesn't want to me a need ASAP to keep the customer happy.
So let's communicate, communicate, communicate. And when we're unsure, give someone the benefit of the doubt that they really are trying to do things the right way.
Appointments
Everyone that I work with has heard me talk about how much I absolutely love appointments. Think about it, we make them all the time - for a haircut, the dentist, the groomer, a fancy restaurant, or any other number of activities. Appointments help give our schedules some sense of structure. Yes, emergencies happen, like when Britt had to cancel the kids' dentist appointment when her water broke. But that's not the norm. However, when we are able to schedule something, it often helps our activities to flow smoother...and hopefully that was our last water-breaking episode.
For instance, on multiple occasions I've had customers stop by unannounced to see me at work only to discover that I'm out of the office, on my way out (to a previously scheduled meeting), or tied up with someone else that may take an hour or so. It doesn't mean that I don't want to talk with them and try to assist them. It just means that I have a scheduling conflict in that moment that a phone call, email, or text message would have saved them some time and trouble.
And my self-employed people will love this portion more than it affects me - when you schedule an appointment, keep it (or at least cancel it). For self-employed people who have allocated time (translated money) to you, or someone who's driven a distance to meet you only to have you not show up, this is infuriating! I imagine that even if an emergency happened, a quick call or text that saves them 10 minutes would be huge. When I have an appointment set for 10 AM, I won't start any other complex task much after 9:30 for the sheer fact that I need to have my head clear and be prepared for you when you get there...plus there's that rare breed that shows up early.
Cell Phones
I don't mind someone's phone ringing or buzzing while they're in the office with me so long as it doesn't become excessive. We never know their situation - maybe their wife is 9 months pregnant and her water could break at any moment. Or they may be expecting an important call or have other work to do that only takes a quick response. But I do mind when I'm asking questions and we're working on an issue if the texts, emails, or scrolling take precedence over our conversation. I'm focused on trying to help you, I'd appreciate if your focus was there too.
Personal vs. Business Use - For some people, their personal cell phone is their business phone. If you're self-employed or your company pays for it, it likely doubles as both. For others that's not the case. My personal cell phone is my line of communication with everyone outside my home. It's the line that my wife texts, my mom calls, my friends...never mind, we've got three kids, my friends have given up on me for now. It is not truly a business phone, though in today's world it is used that way at times. For those who text or call me, I'm fine with that. I simply ask that you be mindful not to abuse that privilege and extra line of communication. I have friends who are also professionals in certain fields that I want to ask a personal question (translated free advice) of and I will attempt to gracefully approach that topic and always ask that they respond at their convenience.
- I could probably write an entire post about this, but if you expect free advice, you best be willing to offer it yourself. And be willing to offer 'bend over backwards' service for those who help you and are there when you need them. If you can't discount the rate charged (our fees and rates are pretty set) then show them they're value by your level of service.
Information
In my line of work, banking, information is key. I want to make sure that I'm giving the customer all the information they need to make the best decision they can. And in turn, I need you to give me all of the information I need to determine the most viable solution to help meet your need while staying in the regulations of the bank.
If you have questions, ask! My job is to be a professional in what I do. Yours isn't. A wise man once told me, "I know what I don't know." I know who I call with car trouble questions, plumbing issues, medical questions, etc. And you should have a banker (in my case) that you feel comfortable enough with to ask those necessary questions. If we talk it all out, we can make sure that everyone is on the same page and we have the same goal in mind.
Let me share an example: I had someone recently who came into my office and said they want to borrow X number of dollars. I did some calculations, ran some numbers, and they seemed pleased. Then, as we talked more, I learned that they wanted to pay off several different debts and they hadn't even considered closing costs. Once they opened up about the end goal and I was able to share the information from the bank end, we both got on the same page and were able to accomplish the goal.
And I get it, banks, insurance companies, doctors, dang near everyone seems to ask for too much information these days. Trust me, I hate asking people I've known for years to see their ID, what their problem is, or for some of the other items we need. But we only ask for what the government requires. So if you want to be mad at someone, be mad at them...for any number of reasons. This is another reason to work with people and companies you know and trust.
In my line of work, banking, information is key. I want to make sure that I'm giving the customer all the information they need to make the best decision they can. And in turn, I need you to give me all of the information I need to determine the most viable solution to help meet your need while staying in the regulations of the bank.
If you have questions, ask! My job is to be a professional in what I do. Yours isn't. A wise man once told me, "I know what I don't know." I know who I call with car trouble questions, plumbing issues, medical questions, etc. And you should have a banker (in my case) that you feel comfortable enough with to ask those necessary questions. If we talk it all out, we can make sure that everyone is on the same page and we have the same goal in mind.
Let me share an example: I had someone recently who came into my office and said they want to borrow X number of dollars. I did some calculations, ran some numbers, and they seemed pleased. Then, as we talked more, I learned that they wanted to pay off several different debts and they hadn't even considered closing costs. Once they opened up about the end goal and I was able to share the information from the bank end, we both got on the same page and were able to accomplish the goal.
And I get it, banks, insurance companies, doctors, dang near everyone seems to ask for too much information these days. Trust me, I hate asking people I've known for years to see their ID, what their problem is, or for some of the other items we need. But we only ask for what the government requires. So if you want to be mad at someone, be mad at them...for any number of reasons. This is another reason to work with people and companies you know and trust.
Ultimately, a lot of our conduct really just comes down to communication and making sure that everyone is on the same page and has the same expectations of how the process is going to work. No one likes stopping by someone's office and they aren't there. I haven't met a customer yet who likes to wait, or a business person who doesn't want to me a need ASAP to keep the customer happy.
So let's communicate, communicate, communicate. And when we're unsure, give someone the benefit of the doubt that they really are trying to do things the right way.
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