Got rude? Check if you’re fed up

Headlines scream recession. Bad economy stories outnumber good ones two to one. And, surprisingly enough, phone calls still go unanswered.

• I’m interested in renting space. No call back.
• I ‘m renovating a rental for August 1 move-in (note the addition of urgency) and need painting. No call back.
• I’d like to reschedule a delivery. No call back.
• Could you quote my business? No call back.
• My friend (insert name) suggested I call. No call back.
• We spoke last week and you requested some information; I’m calling to schedule an appointment. No call back.
• I’d be happy to include your company in this advertment and I need this. No call back.

Maybe you haven’t encountered the phenomenon: contact a service provider, explain that you’re a potential customer, leave a message and get no callback. Marketing Troubleshooter Mary Schmidt outlined a different version of “Got Rude?” in her post Am I an Account or a “Valued Customer”?

The first law of business: take care of the customer or prospect. Now, we’re not talking about red carpet treatment here. We’re simply suggesting common courtesy. I understand courtesy gets low marks in the buzzword columns. There’s nothing sexy about “nice” and yet, I find that a little nice goes a long way. In my Mother’s day the saying went: “You catch more flies with honey than with vinegar.”

How can you use courtesy to increase sales?

My recommendation: get nice. Try basics. Make a commitment to return your calls. All calls. Consider it karma; if you return calls, maybe yours will be returned.

In person, put away the Blackberry and the iPod when a prospect stops by. Take the time to connect, to make eye contact, to listen and ask a question of the person. Treat them with respect.

The world could be immediately a better place if we each extended more common courtesy. What’s more, business would be better and would certainly get accomplished more easily. Try it. And let me know how it goes. One thing I promise. You’ll get a call back.