Why manners matter in business
Manners are polite ways of behaving. In business, people judge your company by how you behave. A kind and clear person makes the whole company look good.
You are not alone at work. You are a member of a team, so you follow shared rules, tell your team about problems early and keep promises. Good manners also grow your network: people you meet today may become customers, partners or friends later.
Manners for reception (welcoming visitors)
Reception means welcoming people who come to your office or shop.
- Stand up, smile and look at the visitor.
- Greet first (namaste, bow or handshake, whichever fits the visitor).
- Ask the name and who they want to meet, then tell the right person.
- Show the way. Walk a little ahead and say where to turn.
- Offer a seat and water or tea.
Seating
The most senior guest sits in the seat of honour, the one farthest from the door. The host sits closer to the door. Check local custom, because it can differ by country.
Manners for social relations: cards, gifts and thanks
Business card: keep cards clean. Give with both hands, with the name facing the other person. When you get a card, read it, say the name and keep it safely. Do not scribble on it in front of them.
Introductions: introduce the junior person to the senior person first.
Thanks: send a short thank-you message after a meeting or a gift. Gifts: keep them small and follow company rules, so no one feels forced.
Manners for customer service
A customer wants to feel heard. Follow Listen, Sorry, Solve.
- Listen without interrupting. Nod and note key points.
- Say sorry for the trouble, even if it was not your fault. This is not blaming yourself; it shows you care.
- Solve: say clearly what you will do and by when. Then do it.
Phone and email
Answer within a few rings, say your company and name, speak slowly. In email use a clear subject, a greeting, short lines and a polite close. Reply within a day.
Punctuality
Arrive five minutes early. If late, call before the meeting time and say sorry.
Try it
With a friend, act out an angry customer and practise Listen, Sorry, Solve. Swap roles.
Key formulas and definitions
- Manners = polite habits that build trust
- Reception = Stand + Smile + Say the name + Show the way
- Card = give and take with both hands, read it
- Service = Listen + Sorry + Solve
- Punctuality = arrive 5 minutes early; warn if late
Worked examples
1. A foreign guest enters your shop. What three things do you do first?
Stand up, smile and greet first. Then ask the name and offer a seat.
2. You must introduce your manager to a visiting client. Who is named first?
Say the client's name first and introduce your manager to the client, because the guest is the most honoured person in the room.
3. A customer shouts that her parcel is late. Write your reply using Listen, Sorry, Solve.
Listen: let her finish. Sorry: say you are sorry for the delay. Solve: tell her you will check the tracking now and call her back within one hour with the new delivery date.
Common mistakes
- Thinking manners are only about words. Posture, tone and time keeping also count.
- Handing a card with one hand or putting it straight into a back pocket.
- Interrupting an upset customer to explain. Listen first.
- Using the same custom everywhere. Check the local custom for greetings and seating.