Certified Business Etiquette & Protocol Specialist
Leadership & Communication
I teach companies and train employees to provide them with the professional edge.
It affects your customer’s experience & impacts your bottom line.
The Three Cornerstones of
Business Etiquette & Customer Service
Perception is Reality
You may put a lot of thought into how you do or say something, but if your customers receive it differently, your intentions don’t count. Their reality is what matters, and in order to have a strong business, you need to present yourself in such a way that your customers can best receive you.
Listening is the Heart of Great Customer Service
We’re all used to hearing the Golden Rule: “Treat people the way you want to be treated.” But when it comes to business interactions, that doesn’t work! What’s important to you may not be important to your customers. To master business etiquette, you must follow the Platinum Rule, which is “Treat people the way THEY want to be treated.” This is why, in order to wow your customers, you must have a process to effectively listen to them in order to know what they really want.
Customers are Both Internal and External
Your customers are not just the people who buy from you! In many ways, your employees are your most valuable customers because they are the ones responsible for effectively serving your clients. Practice excellent communication with those who work for you, with you AND buy from you, and you will have a strong, sustainable business.