Your success in life depends on this everlasting truth - there is a specific time to do certain things in your day, week, (weekend), month, year, etcetera. Whilst this is as much true in private pursuits as it is for business appointments, it is business conduct that we are concerned about on this post.
Let's take the time of day and day of the week as examples; in a day, there is time to wake up and get ready for school, work and other formal commitments, time to participate in these activities and time to finish for the day and retire until you get to do it all over again the next day (if a working day).
In Tanzania, it is custom for work to start at 7:30am (for civil servants) and 8am (for those in the private sector) and for close of business to be at 3:30pm for those in the public sector and 5pm for those in the private. If not sure about your contact person's working hours, try to call (not text) them between 8am and 4pm.
It is bad practice (and extremely annoying) to call someone before and after their working hours. Only do this if they have expressly authorised you to do so. Just as you have (and need) private time between dreaming, waking, worshipping, bathing (for those that do), getting dressed, eating breakfast and sharing time with loved ones, so does the person you want to contact in the morning. The same applies for after working hours.
Imagine that you have a need and the person you're calling is your gateway to the solution - but you put them off at first contact because you called "at the wrong time".
To make sure you adhere to accepted business behaviour, known as "business etiquette", let's endeavour to:
Call during working hours - this is completely in order.
If the person doesn't answer your call, there may be a very legitimate reason. If you are calling them on a mobile phone and they have your number, they will call you back when they see the missed call. If it is a mobile number but they don't have your number, leave a brief text to introduce yourself and ask for them to inform you when it would be best for you to call. If need be, in less than 20 characters also explain why you are contacting them (sometimes this may work against you if it's a communication they don't want to pursue). If you have been recommended by someone, say so in the text.
So if you know that they don't have your number and you are calling them on their mobile phone, you can leave a brief text that says:
"Hello Mr/Ms. X, This Is Y calling. I have been referred to you by Z. Please inform me when it would be best to call. Thank you. Regards, Y."
Where calling on a landline and the person doesn't answer the phone, if you can get another number, call and leave a brief message. If you cannot get another number, call back after reasonable intervals (depends on the perceived urgency of that communication). Alternatively, send an e-mail and they will respond when next convenient.
Text before and after working hours - Do not call outside of working hours (this includes the weekend). Where (really) urgent, text the person to request to call the person.
This gives them the flexibility to either respond or ignore, instead of having you confront them with your call. Try not to text the person more than an hour before and after business hours, especially if you are not very well acquainted/ and or relaxed in your "business" relationship. After receiving your text, is at liberty to either respond or ignore you until the next working day (during working hours). This advice applies to school, college, doctor etcetera relationships too.
Annoying Things Not to Do in Business Communication
1. Call or text before or after hours (and the weekend) to just greet them (unless you have built a strong relationship with them and this exchange is mutually welcome). Note that some people may not even want this during working hours.
2. Call or text before or after working hours (and the weekend) to say you cannot do something, you had promised to do but they would not be affected by your not doing it.
This is very different to calling or texting to express regret for not having committed to a promise that the person requires to hear well in advance so that s/he can take steps to do something about the compromise.
3. Call or text before, during or after hours many times over, consecutively.
4. Text when you should call. Don't force them to start smsing responses or calling you to speak at length.
5. Beep someone you don't know well to ask them to help you with something. You need the help, the least you can do is call and have enough credit to sustain the call.
6. Call someone when unsure of what you are going to say, speaking too informally, in another conversation with someone else on your side or at a loud place.
7. Ask someone else to communicate to them on your behalf (unless you are incapacitated).
8. Call or text through private numbers (including at home) and social media (facebook, twitter etcetera).
9. Go physically to see someone at or send someone to a place other than work, unannounced and unauthorised.
10. Stalk someone (this is actually illegal in many jurisdictions in the world :-D).
That's it folks, I hope I didn't take too much of your time (and sure hope you aren't reading this outside working hours ;-))
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