Jamie Biesiada
Cellphones have become ubiquitous and, with them, so have text messages. Smartphones have made emails more pervasive, too, but there's still a time and a place for a good old-fashioned phone call.
And it never hurts to get a refresher on etiquette surrounding cellphones.
Last week, I talked to business etiquette expert Jacqueline Whitmore, founder of the Protocol School of Palm Beach, about the do's and don'ts of professional emails. This week, Whitmore tackles phone etiquette.
Jacqueline Whitmore
As with emails, Whitmore recommends returning a phone call as soon as possible. The ideal time frame is within 24 hours.
Don't text a person back unless you know they prefer to communicate via text message, she advised. Millennials, for instance, tend to text all the time, she said, but baby boomers might not like to.
"Know your audience," Whitmore said, and ask how a client prefers to be contacted.
If you're leaving a voicemail, Whitmore advised speaking slowly. Leave your name and phone number first followed by a brief message. Conclude the voicemail by again repeating your phone number.
It would also be helpful — especially for agents dealing with clients around the world and internationally — to include your time zone, too, she said, so a client doesn't attempt to call back in the middle of the night or at other undesirable times.
Cellphones come with their own unique set of etiquette guidelines.
"Avoid 'cell yell,'" Whitmore advised. "Talk in a conversational tone."
Because of the mobile nature of cellphones, it's also important to be cognizant of your surroundings and avoid discussing private matters in public places.
If you're with a group and you're expecting a call, alert your companions in advance, she said.
Importantly, if you're at a dinner or important business meeting, cellphones should be kept off the table and on silent or vibrate mode.
"Put people first and technology second," Whitmore said.
Especially when you're with a client or other person of importance, she said, it's good to keep your cellphone out of sight. Otherwise, it tends to make people feel as if they don't have your full attention.
Finally, if you plan to keep your phone off silent or vibrate, Whitmore advised setting a standard ring tone, especially in a business setting.
"Stay away from a quirky ringtone," she said.
Next week, check this space for some of Whitmore's protocols on hosting business meetings.