Let's talk about business ethics for a moment. One of the most frustrating things I have to deal with is lack of communication from business owners. It is my job to contact businesses, set appointments to evaluate their needs and discuss the best way to help them meet their lead generation goals for the near future. If only life were that simple.
For whatever reason, most of my time is spent on the very first step in that process: making contact. What should be the shortest, easiest part of my job is the longest, most drawn-out portion of my efforts. I call my client. Often, that means leaving a message. Then I wait for a return call. And I wait. And wait. Then I call again. And wait. And wait. And wait. I call yet again. Same routine. So I try going by the place of business. He or she isn't there. I have even had this happen: I get there, the contact person is there, but they tell me that they prefer I call and schedule a time to meet with them. They don't want to set up the appointment while I am standing right there in front of them! For whatever reason I am supposed to follow a form of etiquette requiring a call to their office. This comes after the multiple attempts I made earlier, trying to do that very thing. So I call. Again. And again.
Eventually, we get to meet. We discuss plans. I try to formulate the best program based on the criteria available. But before we can implement the program, I have to wait. They want to think about it a while. Or they want to run it by some heretofore unmentioned "other" person (spouse, business partner, accountant, uncle's nephew's neighbor's kid who just started business school). OK, fine. I don't like to "high-pressure" someone, so I am willing to give things time. But we don't want to drag things out any more than necessary, so let's schedule our follow up call or meeting. OK. That's done.
I call for the follow up. I get voice mail. Leave a message. Again. And again. And again. Or I get to the meeting and find that they forgot about it. Or something came up and they couldn't be there. What? Did their cell phone go dead? They couldn't have called prior to the meeting to tell me? Oh, that's OK. I had to be out working today anyway. And what's a few gallons of gas wasted running around for no good reason? It isn't like it actually cost me anything, right?
I know some of my associates who shave their heads, and I suspect it is to prevent them from pulling their hair out from having to deal with this sort of thing. Remember the Golden Rule? "Do unto others as you would have them do unto you"? It applies to your business dealings as well. Answer your phone messages. Answer them in a timely fashion. Set yourself some sort of guideline such as answering all calls by the third ring. Return calls within the hour, or at least within the day. Then hold to it. If you set an appointment, keep it. If you can't keep it, notify the person you were supposed to meet.
I have had people tell me horror stories of contractors who were supposed to show up on a job site but who never showed, and when questioned about it later, are surprised to find that the customer was not OK with their no-show, no-call. Since when is this OK?
Common courtesy should dictate that you realize that the other person's time is just as valuable as yours. I find it ironic that the business person who seems the least tolerant of someone else being late or not showing up for a meeting is often the person who is worst at doing the same. Don't let this be you.
Why am I bringing this up? Because, for whatever reason, this tendency seems to be reaching epidemic proportions. It is becoming the norm rather than the exception. Want to stand out? Be conscientious about these matters and you will. Sad to say, it is just that simple.
Now if you will excuse me, I have to make a phone call. And wait. And wait....
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