The Book of Business Etiquette by Nella Braddy Henney (best pdf ebook reader .txt) 📕

In every office there should be a large enough mechanical equipment manned by an efficient staff to take care of the telephone traffic without delay. “The line is busy” given in answer to a call three or four times will send the person who is calling to some other place to have his wants looked after.

Few places appreciate the tremendous volume of business that comes in by way of telephone or the possibilities which it offers to increase business opportunities. They are as short-sighted as the department store which, a good many years ago, when telephones were new, had them installed but took them out after a few weeks because the clerks were kept so busy taking orders over them that they did not have time to attend to the customers who came into the store!

Another important vantage point which, like the telephone, suffers from neglect is the reception desk. Millions of dollars' worth of business is lost every year and perfect sandstorms and cyclones of animosity are generated because business men have not yet learned the great value of having the right kind of person to receive visitors. To the strangers who come—and among the idlers and swindlers and beggars who assail every successful business house are potential good friends and customers—this person represents the firm,—is, for the time being, the firm itself.

It is very childish for a man to turn away from a reception desk because he does not like the manner of the person behind it, but business men, sensible ones at that, do it every day. Pleasant connections of years' standing are sometimes broken off and valuable business propositions are carried to rival concerns because of indifferent or insolent treatment at the front door. Only a short time ago an advertising agency lost a contract for which it had been working two years on account of the way the girl at the door received the man who came to place it. He dropped in without previous appointment and was met by a blonde young lady with highly tinted cheeks who tilted herself forward on the heels of her French pumps and pertly inquired what he wanted. He told her. “Mr. Hunt isn't in.” “When will he be back?” “I don't know,” and she swung around on the impossible heels. The man deliberated a moment and then swung around on his heels (which were very flat and sensible) and carried the contract to another agency. Instances of this kind might be multiplied. Some business men would have persisted until they got what they wanted from the young lady. Others would have angrily reported her to the head of her office, but the majority would have acted as this man did.

Most men (and women), whether they are in business or not, do not underestimate their own importance and they like to feel that the rest of the world does not either. They do not like to be kept waiting; they like to be received with a nice deference, not haughtily; they do not like to be sent to the wrong department; and they love (and so do we all) talking to important people. Realizing this, banks and trust companies and other big organizations have had to appoint nearly as many vice-presidents as there were second-lieutenants during the war to take care of their self-important visitors. Even those whose time is not worth ten cents (a number of them are women) like to be treated as if it were worth a great deal. It is, for the most part, an innocent desire which does no one any special harm, and any business that sets out to serve the public (and there is no other kind) has to take into account all the caprices of human vanity. We cannot get away from it. Benjamin Franklin placed humility among the virtues he wished to cultivate, but after a time declared it impossible. “For,” he said, “if I overcame pride I would be proud of my humility.”

Courtesy is the first requirement of the business host or hostess and after that, intelligence. Some business houses make the mistake of putting back of the reception desk a girl who has proved herself too dull-witted to serve anywhere else. The smiling idiot with which this country (and others) so abounds may be harmless and even useful if she is kept busy behind the lines, but, placed out where she is a buffer between the house and the outside world, she is a positive affliction. She may be pleasant enough, but the caller who comes for information and can get nothing but a smile will go away feeling about as cheerful as if he had stuck his hand into a jar of honey when he was a mile or so away from soap, water, and towel.

A litter of office boys sprawling untidily over the desks and chairs in the reception room is as bad, and a snappy young lady of the “Now see here, kid” variety is worse.

The position is not an easy one, especially in places where there is a constant influx of miscellaneous callers, and it is hardly fair to ask a young girl to fill it. In England they use elderly men and in a number of offices over here, too. Their age and manner automatically protect them (and incidentally their firms) from many undesirables that a boy or girl in the same position would have considerable difficulty in handling. And they lend the place an air of dignity and reserve quite impossible with a youngster.

In some offices, especially in those where large amounts of money are stored or handled, there are door men in uniform and often plain clothes huskies near the entrances to protect the people (and the money) on the inside from cranks and crooks and criminals. In others, a physician's office, for instance, or any small office where the people who are likely to come are of the gentler sort, a young girl with a pleasing manner will do just as well as and perhaps better than any one else. In big companies where there are many departments, it is customary to maintain a regular bureau of information to which the caller who is not sure whom or what he wants is first directed, but the majority of businesses have only one person who is delegated to receive the people who come and either direct them to the person they want to see or turn them aside.

Most of them must be turned aside. If the stage managers in New York interviewed all the girls who want to see them, they would have no time left for anything else, and the same thing is true of nearly every man who is prominent in business or in some other way. (Charlie Chaplin received 73,000 letters during the first three days he was in England. Suppose he had personally read each of them!) Hundreds of people must be turned away, but every person who approaches a firm either to get something from it or to give something to it has a right to attention. Men are in business to work, not to entertain, and they must protect themselves. But the people who are turned away must be turned away courteously, and the business house which has found some one who can do it has cause to rise and give thanks.

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The etiquette of traveling includes very few points not covered by the general laws of good behavior. Keeping one's place in line before the ticket window, having money ready and moving aside as quickly as possible instead of lingering to converse with the ticket-seller about train schedules and divers other interesting subjects are primary rules. It is permissible to make sure that the train is the right one before getting on it, but it is unnecessary to do it more than half a dozen times. When the sign over the gate says “Train for Bellevue” it probably is the train for Bellevue, and when the guard at the gate repeats that it is the train for Bellevue the chances are that he is telling the truth.

An experienced traveler usually carries very little baggage. A lot of suitcases and grips are bothersome, not only to the one who has charge of them, but also to those who are cramped into small quarters because of them. A traveler may make himself as comfortable as he likes so long as it is not at the expense of the other passengers. If they object to an open window the window must stay down. Lounging over a seat is bad form, especially if there is some one else in it. So is prowling from one end of the car to the other. Besides, it makes some people nervous. Snoring is impolite and so is talking in one's sleep, but they are beyond remedy. Talking with the person in the berth above or below is not, however, and is much more disturbing than the noise of the train. Forgetting the number of one's berth and blundering into the wrong place is a serious breach of good manners in a sleeping car, and it is extremely severe on timid persons who have gone to bed with visions before their minds of the man who was murdered in lower ten and the woman who brought her husband's corpse from Florida in the same berth with her.

Among men, “picking up” acquaintances on a train or boat is allowable if it comes about in a natural way, but there are men who object to it. Many business men do not discontinue their work because they are traveling. Portable typewriters, secretaries, the telegraph and other means of swift communication have made it possible for them to accomplish almost as much as if they were in the office back home. Such men do not like to be interrupted, and if a garrulous or an intrusive person approaches it is within the bounds of courtesy to turn him aside. Generally, however, there is a comradery of the road, a sort of good fellowship among voyagers which lets down ordinary bars, and the men who like to rest as they travel find it highly diverting and interesting to talk with other men from various parts of the country. This holds true in hotels, especially in the commercial hotels, where traveling men foregather to meet their customers and transact their business, and in hotels in small places where the possibilities for amusement are limited and the people have to depend on one another for entertainment. But there are limits. No man should ever thrust himself upon another and it is almost an iron clad rule that he should never “pick up” women acquaintances when traveling. It is permissible to talk with them, but not to annoy them with personal attentions nor to place them under obligation by paying their bills. If a man and a woman who are traveling on the same train fall into conversation and go into the dining car together, each one should pay his or her own check, or if he insists upon paying at the table she should insist upon settling afterwards. In hotels also this is essentially true.

Hotels are judged more by the people who come to them than by anything else. The guests indicate the quality of the service, and for this reason, most hotels prefer that they be gentlemen. There is an atmosphere about a first-class hotel that frightens away second-rate people. Most places have standards and many a man has been turned away even when there was an empty room because the management did not like his looks.

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