Professional Speaker

Having good manners is part of our Personal Image hence Business Etiquette is included in my speaking engagements and Appearance Management corporate workshops.
Etiquette is the rules of social behaviour, whilst manners are how we apply them. In the United Kingdom, Royal and State occasions are the most formal. They are organised by Buckingham Palace and guidance is always given to anyone invited.

Displaying good manners can be summarised simply as having respect for others as well as being considerate to other people.  Manners should be consistent, although as people travel more widely and we interface with numerous different cultures we need to be conscious of adapting these according to the people we are with, the environment and circumstances.

There are differences between social and business etiquette, e.g. in a business environment men and women must be given equal treatment; any distinctions are determined by rank and position. In a social context, on the other hand, women often find that men may show a level of attention like holding the door open or pulling out a chair.

Having good social skills enhances your personal and professional image and reputation. It can also give you the competitive edge and help you to stand out from the crowd. It strengthens relationships and with experience you will feel more comfortable as you develop personal poise and confidence. People like being with people they feel comfortable with and whose company they enjoy. Etiquette is about presenting yourself with the kind of polish that shows you can be taken seriously.

Good manners may not be commented on but bad manners will never be forgotten.

I will cover various subjects in future blogs for you to consider as good manners in business.

Your personal image and personal brand is affected by how good you are with your customers. As an ambassador for your company, by giving not just a good but an excellent service you stand out from the crowd and your customers will remember you. It’s employees not companies that give great service. When people are happy with your product and services they tell other people who in turn will use you. Great customer service is about building an excellent relationship with your customer and making them feel special. We judge people on the way they look, the way they sound and the way they behave.

Whether customers are purchasing your products or services “Offline or online” they are looking for a stress- free, convenient, pleasant shopping experience. Exceeding the customers’ expectations is essential and a great asset to your company, your personal brand and personal image.

7 things to ensure you give great customer service:

1. First moments – The first moments are vital, greet your customer in a friendly way and with a smile even when answering the phone. It makes people feel welcomed and on the phone your voice will sound warmer and friendlier. Face to face ensure you have good eye contact, the enthusiasm and the desire to serve.
2. Listen to what your customer’s needs are and offer what is best for your client.
3. Deliver what you promise - Don’t make promises you cannot deliver, go back to the customer if the time, date, product or service needs to change.
4. Complaints- always deal with complaints quickly and in an understanding manner and apologise if your company has made a mistake. Most people are forgiving as long as you deal with the problem and sort it out. Offer something else or an extra in return, particularly if it has caused a problem to your customer.
5. Think PEOPLE – passionate, engaging, obliging, polite, learned, enthusiastic.
6. Stand out from the crowd – Provide great customer service that distinguishes your business from your competitors. Ensure your customer “feels special.”
7. Outshine your competitors –exceed your customers expectations and give a bit extra, go the extra mile.

Restaurants are a good example, having a meal for £50 includes the costs, but this is only a small part. The key part, for you to return, is the enjoyment, which is about the way the food is made, presented, the atmosphere and, significantly, the ‘service’.

Customers want to deal with businesses that give great customer service, and as always, they will vote with their money and tell other people which in turn will bring them back in hordes.

Think what companies give you great service and I expect you will find the directors or bosses ensure they give regular training  their employees.

Business people regularly entertain clients at lunches, dinners and various social events. How many employees will portray the image of their company’s brand and will their personal image fit in with the brand? Having good social skills enhances your personal and professional image and reputation. It can also give you the edge and stand you out from the crowd.

Hosting

The fundamental role of a good host is to make sure your guests are comfortable, relaxed and enjoying themselves. Good etiquette creates an environment that allows everyone to feel at ease.

Dress code: As a host or guest it is always advisable to dress on the side of conservative sensibility: dress well and in good taste and observe any rules. As the host, advise your guests any rules, and provide guidance as to appropriate wear as what you may consider is smart may not be what your guests do and vice a versa. For example – Smart Casual e.g. Men – trousers, jacket and no tie, Women – dress, skirt or trousers and top but no jeans.

Host

The demeanour of the event will very much be lead by you as the host and is the ideal time to show your personality, but at the same time remember you will represent the brand of your company.

Tips:

1. Arrive approximately 30 minutes before your guests.
2. Planning – check that everything is organised and planned to your requirements.
3. Greet everyone with a firm, sincere handshake, a friendly smile and direct eye contact.Kissing on the cheeks should be avoided unless you are close friends, as many people find this uncomfortable..
4. Introductions – formally, you should introduce lower ranking individuals to higher ranking individuals and it is appropriate to include titles (e.g., Dr., Judge, etc.) and name prefix (e.g., Mr., Mrs. Ms.). If you are on first name terms and in a more relaxed atmosphere then you may prefer to use first names only.
5. Mingle – mingling amongst your guests is very important but can be nerve wracking. Try to find topics of interest you have in common or gain information of ones you don’t e.g.  your guest may well be a keen rower, and understand the rules more than you. Remember, always smile and look happy to your guests.
6. Relax and smile – be relaxed otherwise your guests will not relax. Make every effort to show you are enjoying yourself but remember you are there to ensure your guests enjoy themselves.
7. Partner – when partners are included ensure your partner introduces her or himself and uses the same tips.

If you are new at corporate entertaining, remember it gets easier with practise. Observe good hosts when you are entertained.

If in another country or in unfamiliar territory it is best to do some research. Key is to be relaxed and ensure your guests enjoy the event.

Guest

Tips:

1. Be on time – Don’t arrive too early or be late, arrive within 10 – 15 minutes of the time given.
2. Conversation – Listen and avoid interruptions, contribute to conversation and pick topics that involve everyone.
3. Compliments – give and take compliments gracefully.
4. Drink – wait to be offered a drink and don’t over indulge on alcohol.
5. Meal – wait for all guests to receive their food and the host starts their meal.
6. Thank you – email or text if that is your usual way of corresponding but strictly speaking I always think it is best to write a letter of thanks. You will always be remembered and you show your full appreciation.

Good manners are SINCERE – sociable, invisible, natural, caring, effortless, respectful, earnest

Good manners are about knowing what to do, when to do it, and how to do it.

When you are polite and respectful and put people at ease, as a matter of course and with no fuss, people feel comfortable in your company. Practice makes perfect and the confidence that comes with strong social skills allows you to stand apart from the crowd and quickly build successful and professional relationships. Good manners are not for special events but should be used every day.

Points to think of:

1. Respect other people’s space, time, privacy and priorities.
2. Messages or voicemail – always return telephone calls, if necessary leave a message on voicemail. Speak slowly and clearly. How good is your voicemail message?
3. Mobiles – where possible avoid loud rings/conversation on mobiles in public places.
4. Remember to be courteous to people at all times, including colleagues and visitors e.g. offer a drink, take a coat.
5. Deliver on your promises or at least go back and update people.
6. Introductions, general rule of thumb – juniors to seniors.
7. Table manners can ruin your image; make sure you look and act the part.
8. Invitations - always reply to an invitation and following the event send a letter of thanks is remembered more than an email.
9. Email etiquette – keep to same standards as face to face. Correct spelling, punctuation and grammar and be professional at all times.
10. Meeting manners - you reveal a lot about yourself and your potential in a meeting. It is an ideal time to demonstrate your ability to interact with others. Thank the Chair before you leave. Ask questions when you require clarification.

The Royal Wedding was an excellent example of good grace, manners and etiquette and certainly mobile phones were not permitted in Westminster Abbey. Hopefully, we call all learn from these events.

The Royal Wedding was a great example of how well the British do pageantry and celebrations but it also showcased the strengths of many of our industries, particularly in fashion. From the designer of the wedding dress, the embroidery, the fabrics, the wedding ring and jewellery, to the tailoring of the two Princes Army outfits, which were made by the renowned coat and uniform makers Kashket & Partners Ltd in London. So much of the work that went into these has a long history in the UK.

With all the various problems happening in the world, the costs of oil, materials and freight going up and even labour charges increasing in the Far East, the UK is gain looking  increasingly attractive for retailers to source clothing manufactured here in the UK. The quality of overseas goods is also becoming a greater issue.

We, as consumers, also need to be supportive of buying British and should choose British items where possible.

Why?

1. The standard and quality of clothes made in the UK is extremely high. Items for a particular clothing brand are likely to be of a consistent standard size, rather than the variation we often find with those manufactured in the Far East.
2. We need to ensure the expertise of our pattern cutters, trained machinists, plus specialist skills such as embroidery and tailoring are not lost.
3. Obviously the more of home made products we buy will generate more work and jobs for the people in this country and, therefore, will be better for the UK economy.

Sir Philip Green’, of  Arcadia group (BHS and Topshop, ) at the Retail Week conference came out in support of a return to British manufacturing, stating the time is right to examine opportunities to re-open UK factories and that Arcadia will try to bring more production to British shores.  Clarks Originals has joined forces with the Scottish manufacturer Thistle & Broom to produce a limited-edition women’s desert boot for autumn 2011.

Draper’s magazine also launched an SOS campaign earlier in the year to help bring back grass-roots dressmaking skills, such as for students at the University for the Creative Art’s (UCA) through the Hand Embroidery foundation degree that was delivered by the Royal School of Needlework (RSN) at Hampton Court Palace. Unknowing to them, they worked to create the bespoke lace used on Kate Middleton’s wedding dress, veil and footwear, which was designed by Alexander McQueen creative director Sarah Burton. Hopefully this will give a great boost
in people being interested in learning this skill.

Some people own only a few pairs of shoes, whilst others cannot seem to have enough. My experience has taught me that the amount and the styles of shoes we choose, more than anything else, are influenced by our wardrobe personality. Friends and family may persuade us to purchase a different shirt/blouse, tie, jumper or dress, etc, but with shoes, it is a different matter.  We are unlikely to be persuaded if we are not happy with the colour or style. Some of us will put comfort over everything whilst others will put up with discomfort for style and look.

Example of Wardrobe Personalities

Casual personalities are inclined to purchase practical and comfortable shoes in neutral colours.  Romantic personalities will like lots of shoes, often in various colours and with some detail. A Dramatic or Fashion Fad will like the latest styles and want brands such as Jimmy Choo, Prada or Gucci or replicas if these are not within their budget. A Classic person will go for black or brown traditional styles that will last and tone in with their outfit – nothing fussy.

Whatever our wardrobe personality and as with all clothing we need to avoid buying shoes that we will not wear and will only sit in the back of the wardrobe. So next time you shop think:

1. When and where will I wear these shoes?
2. Will I find them uncomfortable to wear?
3. CPW (cost per wear) – this is essential.  If they are expensive, will I wear them a lot? If yes, then on a CPW basis they will have become cheap by the time I finish wearing them – good value. Whereas even if they cost less, if they are a shoe I do not wear much they will ultimately become a more expensive shoe!

Looking and feeling good from head to toe is a great confidence booster. Whether wearing a casual, fashionable or classic shoe, in plain or colours, paying close attention to even the smallest detail makes an enormous difference to our overall impression. Take particular care with colour-coordinating and matching shoes with our outfit. What we wear reflects our own unique personal style and shows the world who we are and what type of personality we have.

If you want to know more about your wardrobe personality, I suggest you read, “Being Truly You – Discovering Your Own unique Wardrobe Personality”. There is a questionnaire, description of ten wardrobe personality types and a section on brands to suit your personality. As an image consultant, I wrote these books to help people understand why they like some styles and not others and feel happy showing the world who they truly are.

Have a good appearance as visual presentation is a must.  It is important to be prepared visually as well as mentally, whether you know in advance or are asked ad hoc to do a presentation either to your staff, bosses or clients .

 As companies have got bigger, the world has got smaller, competition has become fiercer, communication within companies and outside to customers is now more important than ever.   Politicians rely on the media.  Senior level management realise they need to communicate directly with their staff. The employees need to communicate to their customers whether it is internal or external. The best way of persuading and influencing people is face-to-face communication – “People buy from People”.

To progress in your career you may need to increase your profile both internally and externally and speaking in public shows great confidence in your personal image. To avoid the opportunity to present to people will negatively affect your career and promotional prospects. When you make a presentation on a particular subject you are not only informing people about a subject but also about yourself.

 What do you wear?

First of all you need to consider, how do I wish to come across? Who are my audience?  How big is the audience and where will I be speaking? Will the room be hot?  Is there air conditioning? Are you there to persuade, convince, reassure or inform the audience?

Good presenters prepare well and this includes your appearance. This is where a well-planned wardrobe can help you, particularly if you are given short notice. If you need to make a presentation unexpectedly, it proves that every day you should be well dressed and well groomed. Always have in you draw or locker – deodorant, hairbrush, hairspray or hair products, shoe cleaner, stain remover and make up (even for men if going on a stage or under lighting – powder)

Ensure your image is in line with your message:

1. Your outfit suits your Corporate and Personal brand
2. Make sure you are well groomed e.g. hair neat, no dandruff on collar, items well pressed, no dirty marks
3. Have some item of clothes with colour to add interest, but do not let it be overpowering e.g. men – tie, shirt; women – blouse, jacket, jewellery
4. Ensure your accessories do not detract from your image and from you
5. Final Check – Look in the mirror and check you look great!
6. Smile!

Always protect your image – give time and some financial investment in your appearance today will look after your opportunities for success tomorrow.

 I am often asked, when networking, what are the benefits of a consultation with Appearance Management and who comes to see me. Well here are my responses. Many of my male and female clients come to me because they:

1. Feel they are in a rut with their clothes and want to look and feel better; make less mistakes with purchases
2. Have become lazy and sloppy
3. Need to buy less but look smarter
4. Need to smarten up for an interview or are not sure what to wear
5. Are looking for promotion; had promotion
6. Got divorced or are looking for a partner
7. Want to update their style, what styles best suit them
8. Are lacking in confidence and low self-esteem
9. Wear too much black or lack confidence with what  colours are best suited to them
10. Are appearing in the media  or have  speaking engagements 

 Benefits of a consultation

1. Fresh ideas – Use the wardrobe of clothes in different ways
2. Look healthier and brighter in the correct shades of colour
3. Buy less but mix and match items so feel you have more
4. Understand what suits you and brings out your personality
5. Look good and feel confident on a budget
6. More confident to do the things you want to do in life
7. Have a wardrobe of clothes to suit your lifestyle
8. Buy the right clothes to suit you and your lifestyle; avoid mistakes when shopping
9. Know where and when are the best times of year to shop to suit you
10. Save money on purchases via Appearance Management eshopping (internet shopping service)

Why not email or telephone to arrange for a free 20 minute chat on how Appearance Management can help you.

With the cost of clothes going up as well as everyday expenses it is difficult to have a wardrobe of clothes that suits your budget. Yet it is vital to also look your best for work as well as your social life. By understanding some key points you will achieve a great wardrobe on a budget.

5 Tips on What to Avoid:

1. Stop overspending on items you do not need
2. Buying clothes off the cuff, know what you need and plan your wardrobe
3. Buying clothes that you do not wear and just sit in your wardrobe.
4. Paying for clothes you cannot afford, paying on credit and being charged interest.
5. Buying too much of the same items from the same shops.

To look good you do not have to spend lots of money. The key is to identify what you need and where and when to go for items. Understand what suit you, your colouring and fits in with your budget. Often you can get great bargains either in the High Street or online shopping.

 5 Tips on What to Do:

1. Develop your own style to suit your personality, lifestyle and body shape
2. Know what shops suit you although check out new ones as well
3. Recognise when is the best time of year to purchase items to suit your colouring and lifestyle
4. Keep up to date with offers and new brands
5. Understand your Wardrobe Personality – what suits you and you enjoy wearing

As an image consultancy company, Appearance Management services can:

1. Sort, organise your wardrobe to make more use of your clothes and help you plan what you need.
2.  Inform you what combination of shades of colours will suit you,
3. What shapes and proportions of styles will compliment your shape
4. What fabrics, styles and accessories you will enjoy wearing to suit your wardrobe personality
5. Provide an eshopping service, by receiving regular eshopping newsletters and finding items via online . Often with offers and big discount.

A consultation will explain and help you to have a mix and match wardrobe for your lifestyle and budget. The cost of a consultation will be more than saved. Contact Angela Marshall for further information or if your company requires a Professional Speaker on Personal Image.

 Quote: Insanity: doing the same thing over and over again and expecting different results. Albert Einstein,

 Over the last year more people are attending networking events but unfortunately, from my experience, they are not correctly networking. Networking, face to face, is an important part of the way people obtain new business, but people are thinking too much about sell, sell, sell! Instead they should spend time getting to know someone and show interest in their business or profession.  Networking is no different to other projects in that it needs to be planned, organised and appropriately followed up. When attending groups be positive whether it is an existing group or a new one.

7 Tips when face to face networking:

1. Dress to represent your business and brand
2. Walk in with confidence – give yourself a boost by reminding yourself what you have to achieve
3. Smile it will help you to relax and you will look more friendly and approachable.
4. Be a good listener – remember god gave you 2 ears and 1 mouth
5. Be prepared to tell people in short sharp sentences what you do and what type of business you are looking for.
6. Build up a relationship not a sale
7. Spend time with your existing networkers; not necessarily chasing new ones all the time.

During or after the meeting arrange to meet people outside the networking meeting or telephone them.

Wearing the correct clothes means you need to be comfortable but ensure you are well groomed. Your clothes need to reflect your wardrobe personality and your business and the type of industry you are in.

For more advice or if your networking group would like a speaker then contact Angela Marshall at Appearance Management.