[Business Issues] More Than Please and Thank You

ust as certain procedures must be followed during applications and inspections by a pest control operator, business etiquette protocols are necessary between pest management professionals and colleagues and potential clients.

The problem, says Pam Chambers, of Pam Chambers and Associates, Honolulu, Hawaii, is that schools typically do not prepare graduates by teaching etiquette skills. In addition, fewer families gather at the table for meals where manners can be refined. Business acumen also is measured by other social skills such as the art of conversation, for example.

FIRST IMPRESSION. "Face it, everyone judges a book by its cover," Chambers said. Whether a person realizes it or not, an "invisible scoreboard" is used to keep track of an initial meeting, and subsequent meetings.

For example, gestures such as making eye contact, smiling and standing up when introduced are positive. Conversely, a weak handshake or unpolished shoes can subtract points on the scoreboard.

During networking opportunities, it is vital to remember business etiquette skills. "You usually only have about a half an hour of networking time, so you have to work quickly," Chambers said. Setting a goal of meeting three people and spending about 10 minutes with each is a good challenge.

Shyness can be a roadblock at networking functions, and that must be overcome. Instead of standing in the doorway, filled with terror, a good technique is to imagine "owning the room." "Say to yourself, I paid to be here, I’m not a stranger, and this is my room," Chambers said.

One strategy to adopt in networking situations is to ask an acquaintance to provide an introduction to someone that person knows. If that is not possible, one must handle the introduction process by oneself. "You cannot stalk someone, but rather mosey with a little more formality and purposefulness," Chambers said. At a distance of about 10 feet, one should establish eye contact, smile, and offer a verbal greeting and a handshake.

THE ART OF SMALL TALK. Once an introduction is completed, the necessary element of small talk begins. The rule of who is in command, Chambers says, is the person who initiated the introduction. This person should start the conversation, asking questions about the other person. But it is important to not ask personal questions. Safe topics to broach are association memberships and the industry you work in, e.g., pest management. Hopefully, the other person will reciprocate and ask questions about the initiator.

Since this is "small talk," Chambers stresses the 10-second rule. To keep the conversation moving, limit any questions or answers to 10 seconds in length.

Practicing and having material ready about one’s business is crucial during the small talk stage. When asked, "What do you do?" it is best to answer with a rhetorical question.

For example, Chambers recounts that she uses this line or a variation of it when meeting someone new: "Do you know how some people do not like speaking in front of other people?" She then allows the person to answer, hoping it will be in the affirmative. If it is, she can then say that she offers seminars and books to help people overcome this fear.

Following additional conversation, if one wishes to keep in touch with a contact, making a promise is a simple way to follow up with that person. "You can say, ‘Would you like me to fax an article to you?’" Chambers said. If the person is agreeable, this small promise, when kept, provides some trust in a fledgling business relation-ship.

This stage, in a matter of minutes, can pinpoint prospects. Along with small talk, an exchange of business cards also may occur. But be aware of four mistakes that can be commonly made regarding business cards:

• First, one should make sure one’s business cards are correct and contain the most up-to-date information. Hand editing a business card is not an acceptable practice.

• Second, one should look at the business card one is receiving. That shows interest, and commenting on the design or other facets of the card helps build rapport with the person you just met.

• Third, storing the card below one’s waist is a third mistake, showing disrespect. A purse, portfolio or shirt pocket is an acceptable option.

• Fourth, one should not write on the business card in front of the other person. It is, however, a good idea to write notes on the back of the card out of sight of that person.

BREAKING UP IS HARD TO DO. Sometimes exchanging business cards can signal a good time to end a conversation. However, Chambers suggests a few phrases that can be used to usher an end to the conversation. "It was lovely talking to you," and "I’m so glad we had a chance to meet," provide finality.