Guidelines handy in business world

Every day we interact with others as customers or business employees. If we use broad definitions of these terms, we find ourselves moving from one category to the next throughout the day. It makes good sense, therefore, to attempt to practice the Golden Rule in whatever role we find ourselves.

Q. Have you noticed how many workers are trying to make themselves look more important than they are by inventing fancier names? Store clerks are now sales associates, dog catchers have become animal control officers, and garbage collectors call themselves sanitation workers.

A. It should make little difference to members of the public what workers call themselves, as long as they serve us well and courteously.

To workers, the name changes may be meaningful. For example, most of us think that the person who is called a dog catcher is one who rounds up and impounds stray dogs. An animal control officer, however, is expected to be able to deal with other animals in addition to dogs, and to have a working knowledge of laws and ordinances pertaining to animal ownership and care. The newer term reflects the expanded job description, making it easier for employee and employer to understand what they should expect of each other.

In many fields specialization has neccesitated name changes to distinguish levels of responsibility and ability to perform tasks. Sometimes there are legal ramifications associated with a job title. The name change often reflects a desire to reclaim dignity or instill professional pride.

People occasionally overreach themselves in renaming their professions and give us reasons to chuckle. Most of the time accepting the changes indicates respect for workers and the expectation that the respect will be returned.

Q. Just how friendly are people expected to be during ordinary business transactions? I’m a checkout clerk at a supermarket and some customers expect me to engage in personal conversations while others glare when I say “hello.”

A. People have a wide range of personal preferences when it comes to friendly chitchat, especially in this country where easy informality is synonymous with virtue. It is correct and expected that people should greet each other civilly when commencing an interaction. When we are preoccupied or in a hurry, we sometimes skip the ritual greeting. Weighed against other mistakes, it may be small but it is a breach of etiquette.

Motivated by what they think is a good sales technique and what a prospective customer wants to hear, some businesspeople, especially telephone solicitors, make elaborate inquiries about a customer’s well-being. The nasty side of me has wanted to retort “Why?” when asked “How are you today?” But I’ve bitten my tongue and learned that such inquiries can be turned to the customer’s advantage. No longer defensive, I can answer cheerfully as well as directly and honestly, “Not very well. My cold isn’t any better and the doorbell is ringing. I hope you’ll forgive me …” The caller wants to escape hearing about my problems but is gratified that I have made an effort to be polite. He or she will come to the point of the call, ask me to indicate a more appropriate time to talk, or be understanding of my situation and decide the call really is unnecessary.

For those who enjoy talking with others who are responsive, casual conversations can lift spirits. However, the need to talk should not be used as an excuse to hold up others who are in a hurry to transact their business, nor should the subject of conversation be offensive to anyone who may overhear.

Q. I know that it is almost impossible to always protect patient or client confidentiality, but I wish some employees would be instructed to try a little harder.

A. A lot of people find themselves in uncomfortable circumstances when they are forced to transact financial and other business in a crowded, semipublic place. If you have a complaint or a suggestion, it is best to approach the management instead of the service staff. Management is responsible for instituting policy changes, and managers are most approachable when customers offer well-thought-out requests rather than imposed solutions.

Those on the customer end of business transactions can make creative improvements.

Lee Ryckman is a free-lance writer who lives in Bangor.