Anyone who knows me, knows that Im a great believer in courtesy in business, and indeed all other aspects of life. Modern courtesy does not amount to Victorian forms of ritualised etiquette, but instead forms the basis of stable social relationships where people are valued.
In the commercial world this is really important as the push for ever cheaper, yet higher quality goods and services has resulted in the expression of individual need and identity being cast almost as a luxury that negatively affects the bottom line. Courtesy, whether in the business or wider social sense involves individuality and respect. It also can be very positive for business by clarifying decisions and strengthening ties. Take for example, the courtesy of a polite decline of a product or service rather than simply someone not getting back to the seller and leaving those doing the offering in a state of uncertainty. Imagine the sheer wasted time and effort across the whole spectrum of industry as people are contacted again, not for the sale of goods or services, but simply to clarify whether there is a basic dialogue to be had!
Having time to understand people and see them as individuals is also extremely good as an overall mental health in the workplace policy, as well as leading to happier customers who are more individual and believe they have a relationship that embody some value with you and your organisation. It may take a little extra time, a little more thought, perhaps more person centredness. It may also involve acting with particular discretion to respond to uniquely individual needs.
Most of all it involves a discourse that is polite, but immensely clarifying. Courtesy is not about soft touch, letting people down gently, without hurting their feelings. It’s about valuing others whether they are friends, partners, customers, family, the list goes on. If we are too busy in our businesses to actually see other people, favouring instead the deal or distraction of the moment, we will very quickly find that our customer base falls apart. Courtesy has at its heart human interest, compassion and respect. These are the very component parts of long-term relationships with customers and others. So, think about courtesy in your life. Do you really get back to people quickly enough? What does your delay communicate to them about their importance to you? Are you clear and unequivocal about your position with them whilst being polite and respectful? Can you see them as unique customers with individual needs or do you simply try to pigeonhole them into what you offer? Most of all, how does courtesy reflect in your corporate social responsibility as an organisation, your business ethics, your wellness strategies and the overall culture of the organisation?
Yes, courtesy may sound like a cultural artefact of bygone Victoriana without a place in the modern world and yet at its heart are vital business practices and social skills all too often neglected. Thank you so much for taking the time and trouble to read this.