Making a Great First Impression
in Business
(It’s So Much More than a New Suit
and a Great Manicure)

Experts tell us that people decide whether or not they like us within the first 7–30 seconds of meeting us. Often the decision to not do business with another is made before we’ve even had the opportunity to have a conversation with the decision maker. How can this be and what can we do to ensure that we don’t botch a first impression?

The answer may surprise you: Etiquette. To some it is a loaded word. It conjures up images of intimidating place settings and finger bowls. The truth is that etiquette makes it possible for people to know how to conduct themselves in any situation

Consider this: you are meeting a potential client for the first time. If you have a basic understanding of business etiquette, you know that you should stand, introduce yourself, and shake hands. You may think that this seems like common sense, and to many people it is.

The rules of etiquette are fairly simple. Unfortunately, what happens is that we either don’t always know them, don’t respect them, or get so caught up in the pace of our day that we forget them.

Let’s try that “potential client” scene again. This time, however, let’s add some realities from a typical business person’s day. Your potential client is running a little late (she’s meeting you at your office). So because you have a few extra minutes, you check your e-mail and get caught up in another project. When your client arrives, what happens? In situations like this, many people forget their manners. The right thing for you to do, of course, is to greet the prospect, walk around your desk, introduce yourself and shake hands.

When a person is distracted, though, the situation often sounds more like this:
Business person: “Oh, hi. You must be Jane Smith. Come in.”
Prospect: “Yes, I am. It’s nice to meet you.”

(Business person never rises, or extends hand. She forgets to introduce herself. Prospect sits, and the meeting begins. A chance to build rapport has been lost forever.)

Does this sound familiar? What did the actions of the person in the second situation say to the prospect? Whether the prospect could articulate it or not, she would instinctively know that something was “off.” If she could articulate it she would say that the other person’s actions (and inaction) said that “I am not worthy of the basics of respect and courtesy. My business and time are unimportant to this person and her organization.”

What about the exchange of business cards? Did you know that there is a protocol to be observed when you offer or receive a business card? (Here’s a hint: never put someone’s business card in your back pocket.)

How about handshakes? Is yours sending the right message? Did you know that touching someone’s arm with your left hand while you shake with your right can come across as extremely aggressive or insincere?

So many people know that image is an important part of their career, yet neglect the basics of how to conduct themselves around others. Here’s the part people need to be told: chances are that if your etiquette skills are lacking, no one is going to tell you. You’ll just suffer the missed business, career, and social opportunities without knowing why.

It’s sort of like the old saying, “You don’t know what you don’t know."

But sometimes we have a suspicion.