eBusiness Weekly
Melissa Ndlovu, the programmes manager for Emthonjeni Women’s Forum in Bulawayo is a woman after my own heart. Melissa did the unthinkable, by responding and thanking me for submitting my proposal.
Though I did not get the job, the mere act of replying my email was “music to my ears”. You can imagine my elation over this rejection (sounds strange of course). But this rejection did not matter much. Someone had bothered to respond. For someone to spend three days writing a proposal, submitting it and not receiving a reply, “Ouch” that hurts.
Unfortunately, in the business environment, we are in today, sometimes people do not respond to emails. In addition, unprofessional behaviour such as sending rude emails and copying everyone are also rife in the SMEs sector.
In the retail sector not greeting and thanking customers has become the order of the day. To this end, SMEs need to learn and improve on basic business etiquette skills, as poor mannerisms and attitudes are detrimental to business growth. SMEs should also now familiarise themselves with business etiquette ethics that are aligned with global standards.
What is business etiquette?
The Business Directory defines; business etiquette as those; “Expected behaviours and expectations for individual actions within society, group, or class”. The directory further points out that, “Within a place of business, it involves treating co-workers, clients, partners and employers with respect and courtesy in a way that creates a pleasant work environment for everyone.”
A survey conducted among SMEs in Harare, revealed some interesting trends on business etiquette. Forty seven percent of the SMEs surveyed were aware of what business etiquette entailed. Out of the 53 percent who were not aware; 40 percent were youths.
Women SMEs and people who had worked in the corporate world were the people who were most aware of business etiquette concept. Though there is reasonable awareness of the concept, the numbers are still worrying. Even more worrisome is the fact that a sizable number of respondents (60 percent) did not seem to think that practising good business etiquette was important.
Why is business etiquette important for SMEs?
Nilesh Khanna; a business communication facilitator argues that good business etiquette, differentiates you from others in a competitive market. More importantly, good business etiquette skills enable you to be confident in a variety of settings with a variety of people and cultures.
For example, some SMEs will be participating in the Dubai Expo 2020. In the United Arab Emirates, modest dressing is of utmost importance. Firstly, it is important not to wear open toe shoes. In addition, arms shoulders and legs should be covered. When attending a meeting one should start by greeting the most senior member first. In India calling people by their professional titles such as Dr, Professor, Engineer (sounds familiar in Zimbabwe) is appreciated.
The Japanese have intricate and interesting business etiquette rules. One should knock three times on a door, and it is important to take off one’s coat before one enters a building. When exchanging business cards it is important not to hastily shove it in your bag or jacket otherwise you “would not have given it the respect that it deserves.”
You might need to learn how to use chop sticks when in China (Because it might be the only eating utensils that you have.) Dressing modestly is also of utmost importance here. On a global level we cannot stress enough the need to keep time.
That old adage “There is no hurry in Africa” should simply be thrown out of the window. It is thus important to be “mindful” of how our behaviour affects others within our working places, business areas and in other cultures.
What are the key tenets of business etiquette?
The “ABC” of business etiquette are; Appearance, Behaviour and Communication. We cannot stress enough the importance of appearance to strengthen brands. Professional attire and well-groomed appearances are an absolute must. Revealing and dirty clothing were seen as a major turn-off for clients. This is particularly important to SMEs who work with the public, for example, fast food restaurants, kombi drivers, and businesses in the beauty industry. Though SMEs work in small spaces to save on rentals, those spaces need to be cleaned.
Though SMEs mostly use cell phones for business rather than the telephone, there is still need to practice good phone manners. One respondent proudly declared that she never answers or returns calls with numbers she does not know. (Hello!!! all unknown numbers might be potential new business so politely returning calls should be a habit.) In the same breadth, some ringtones are simply irritating.
A phone popularly known as a “mbudzi” rang in a workshop I was attending. You have guessed right; the ringtone was a “meeeeeeee” to which everyone jumped out of their seats and ran. (How someone records a goat sound as a ringtone still baffles me up to this day.) When speaking on the phone it is important to keep your voice down (Yes we know how many millions you are making but “eiish” do we really need to know).
Though the WhatsApp Platform is popularly known as a social platform, SMEs have now leveraged on its power to reach a wider audience especially using WhatsApp groups. WhatsApp groups are now used for advertising purposes, discussion on pertinent business issues and other subjects. However, there are mannerisms that one should avoid in WhatsApp groups.
The “Etiquette Guide to WhatsApp Groups” discourages people to have conversations that only involve a few members in the group. As such, conversations should be relevant to all group members. Members should also respect the objectives and purposes of the group. If it’s a business group, then probably posting those religious songs and your favourite sermons will not be a very good idea.
Content that has not been verified should also not be sent on WhatsApp groups. In this day and age where data charges have gone up, sending videos and pictures should be kept to the minimum unless it’s absolutely necessary.
My daughter, Vhenekai, is a feisty gutsy girl. She finally had enough of “mommy dearest” sending memes, videos, sermons and her baby pictures. Last year she politely asked me not to send her these things.
“My data bundles are suffering mommy, but I still love you very much,” she triumphantly declared.
Though it was a traumatic experience for me, I relented and have stopped sending her “bundle unfriendly information”.
In conclusion SMEs should now start realising that mastering soft skills such as business skills will give their businesses an edge. Following simple business etiquette rules will not only endear you to new customers but strengthen your brand.
The Zimbabwe Institute of Diplomacy offers courses on Business Etiquette and one can also find a lot of resources on the Internet. So come on, go on, and be polite. And always say thank you.
Joseline Sithole is founder of Southern Africa Development Consultants and is reachable on +263773634062.
