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Carolina Business Coach Monthly Newsletter	www.CarolinaBusinessCoach.com Harvey@CarolinaBusinessCoach.com

"It is never too late to become what you might have been" - George Eliot	Harvey J. Smith Business Coach

April 2006	Vol. 2, No. 15

“The way we communicate with others and with ourselves ultimately determines the quality of our lives” - Anthony Robbins,

Etiquette for E-mailers

How did we ever live without email? It has become as necessary as our morning coffee. What are some of the most common mistakes business people make in their emails and what connotes good email etiquette?

Below, some suggestions:

1. Use proper greetings i.e., Hello John, or Good Morning, Nancy. And sign the emails. With hundreds of people writing me each week I don’t always recognize the return address if they don’t sign their name. Or incorporate an automatic signature at the end of each email with your name and contact information...

2. Tonality is key. Realize that the subtleties of humor, anger and other tonal ‘emotions’ do not always come across well in print. Some people sound harsher than they mean to. You might want to reread emails carefully and soften your words. For example instead of saying “You need to do such and such” you might try ““Would you please ….”or “When would be a good time to…” or “I would appreciate you following up on….” It can make all the difference.

3. You are judged by the information you communicate. Before you hit SEND, check spelling and grammar (my weak point) and review your email carefully, especially if it is a business proposal, contract, or information that is going to a valued client.

4. Respond in a timely manner. Usually within 48 hours. It’s common courtesy.

5. Use blind copies when emailing to groups of people. First, it makes the email more personal than a blanket one; people want to feel that they are special, not part of a mass mailing. People want their privacy protected. How many of us are overloaded with SPAM and unwanted solicitations? Protect the privacy of others.

6. Limit the number of jokes and non-business emails that you send to colleagues; you don’t want people to think you have nothing better to do at the office.

7. Some people use all capital letters or multiple question marks and exclamations to emphasize their point. This sometimes comes across as ‘YELLING!!!!’ to the receiver. You might also consider italics to emphasize without being over the top.

8. In business, use a professional-sounding email address. SuperDude@bankofcarolina doesn’t command respect.

9. And we all know this one: Don’t send an email when you are angry. It’s like pulling a trigger. You might do it in a moment of upset but will live with the consequences for a long time.

NEWS! CAROLINA BUSINESS RETURNS FROM CANCUN SPEAKING ENGAGEMENT.

Harvey just returned from the annual conference of the International Factoring Association, and gave a seminar entitled “Ten Truly Effective Ways to Build Your Business.” Included in the presentation was a film Harvey has mentioned in this column called “Celebrate What’s Right with the World”. If you are interested in this type of motivational seminar or communication workshop for your company, please contact Carolina Business Coach.

“There are no such things as unrealistic goals, only unrealistic time frames.”

The Integrity Factor

This is a three part formula to help you live with the utmost integrity. It’s simple and effective. We challenge you to start using it every day.

1. When you always tell the truth, people trust you.

2. When you do what you say, as promised, people respect you.

3. When you make others feel special, people like you.

From “The Power of Focus”
by Jack Canfield, Mark Victor Hansen, Les Hewitt Are Gatekeepers Blocking Your Path?

If you have trouble getting around, getting through, or getting what you want from a "gatekeeper"(i.e., the receptionist, executive assistance or office manager), then it’s time for a new approach. Instead of trying to trick or bluff or force your way to their boss, the best policy is to develop a relationship.

Here are my 3 favorite tips to developing a relationship with a gatekeeper:

#1. Ask for their help—people respond when you ask for their help, especially if it is their area of expertise. Gatekeepers are paid to be territorial, but some just feel good about having the power to say NO. Don’t take it personally if they don’t respond the first time you call. One of the master rules of selling is, It takes 5 “touches” to make an impression.

#2. Be direct and honest. Some people will call and take a too-familiar tone, hoping that the gatekeeper might think it’s someone they have conversed with before.

#3. Ask for direction and the next step. If someone cannot help you, they might soften if you ask them who might be of assistance. Here's what you might say:

"Hello, this is ________. I need a bit of help. If I tell you what my company does can you direct me to who I should speak to?"

"Hello, this is ________. I'm hoping you can help me. I'd like to speak with the person in charge of ____ but I don't know who that is. Can you point me in the right direction?"

The point is to be simple, clear, and above all, deferential. The thought that I keep first and foremost in mind before I call is, "THEY are in charge - NOT me!" And remember: "You can't push the river." Adapted from an article by an unknown author.

Harvey offers a free introductory Coaching Session. If you know a person or a company who may be interested in joining our mailing list or if may benefit from coaching services, please phone or send an e-mail to: Harvey at 704-604-1655 or e-mail: Harvey@carolinabusinesscoach.com or visit our site at www.carolinabusinesscoach.com

For more information on Business Coaching and Behavior Assessments contact Harvey Smith.

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