The Book of Business Etiquette - Nella Braddy Henney (top 10 non fiction books of all time TXT) 📗

some of the others in. He presents his card and says that he has an appointment. A truly courteous man, whenever possible, arranges an appointment beforehand. The young man takes the card, waves toward the reception room, and asks him to be seated while he finds out if the president is busy. He telephones to the secretary of the president, tells him who is calling, and asks if the president is ready to see him. If the answer is affirmative he asks if he will see him in his office or out in the reception room. It is much easier to get rid of a visitor from the entrance hall or reception room than from an inside office. If he says that he will see him in the reception room the girl reports to the visitor that he will come in a few minutes, offers him a magazine, and asks him to make himself at home. If the president says that he will see the visitor in his office the young man sends one of the messenger boys to usher him through the building.

Now it may be that this man had no appointment with the president, but that he has used it as a pretext to break through. In this case, the secretary answers, after consulting his schedule, that the president has never heard of such a person and has no such appointment. A man of this sort is not worth a minute's consideration. He has shown himself dishonest at the outset with a petty contemptible dishonesty, and the temptation is to pitch him out on his head. But the young man says quietly:

“His secretary says that the president has no appointment with you. I am afraid you have come to the wrong place. It must be some other Mr. Beacon.”

There is a note of finality in his voice which convinces the visitor that there is no use in going further.

The next visitor is a woman who has come to have lunch with a friend of hers who works in the accounting department.

“It is fifteen minutes before time for lunch,” the young man answers. “I can call her now, of course, but if you would rather not disturb her, I'll tell her that you will wait for her in the reception room until she comes for you.”

The woman thanks him and agrees that it will be much better not to disturb her. The young man offers her a chair and a magazine and invites her to make herself comfortable.

It grows monotonous in the telling for him to ask each of the visitors exactly the same questions (never exactly the same, of course) in the same cordial tone of voice and to tell them to make themselves comfortable in exactly the same way, but the means of attaining success in such a place lies in the fact that he greets each visitor as if he were the only one he had to attend to, and that he is, for the time being, at least, completely at the visitor's service. It is not so much what the young man says as the way he says it. “Good morning” can be spoken in such a way that it is an insult.

The Girl at the Telephone. It is nerve-racking to stand at the door to receive callers, but it is much more so to sit at the switchboard and receive messages. The only point of contact is through the voice, but it is remarkable how much of one's personality the voice expresses. If you are tired your voice shows it; if you are cross your voice tells it; if you are worried, your voice betrays it. It is possible for one (everyone) to cultivate a pleasing voice. The telephone companies have learned this, and there is no part of her equipment upon which they spend more time and effort than on the voice of the telephone girl. It is interesting to know that their very excellent motto, “The voice with the smile wins” did not spring into being without thought. On the early bulletins this clumsy phrase was printed: “A smiling voice facilitates service.”

The girl at the telephone, even though she receives a thousand calls a day, must answer each one pleasantly and patiently. Some people call without a very clear idea of what they want, and the fact that business houses have so many different names for exactly the same job often makes it difficult for them to locate the person they are asking for, even when they are fairly sure who it is they want.

“May I speak to your personnel manager?” comes the query over the wire to a girl who has never heard of a personnel manager.

“I'm sorry, I did not quite hear you.”

The person at the other end repeats the word and the girl is sure she had it right the first time.

“We have no personnel manager here. Maybe there is some one else who would do. If you will tell me what you want——”

“I want a job.”

“Just a minute, please, I'll connect you with our employment manager.”

Advertising engineers, executive secretaries, and many others are old jobs masquerading under new names.

More business men complain of the girl at the telephone than of any other person in business. She must, under the handicap of distance, accomplish exactly what the man at the door does, and must do it as efficiently and as courteously.

No matter how angry the one who is calling becomes, no matter how profane he may be, no matter what he says, she must not answer back, and she must not slam the receiver down while he is talking. Perfect poise, an even temper, patience, and a pleasant voice under control—if she has these, and a vast number of the telephone girls have, she need not worry about the rules of courtesy. They will take care of themselves.

The numbers that a girl in a business office has to call frequently she should have on a pad or card near the switchboard so that she will not have to look them up. Many business men ask the girl at the board to give them Blank and Blank or Smith and Smith instead of giving her the numbers of the two concerns. She then has to look them up, quite a difficult task when one has the headpiece on and calls coming in and going out every minute. To stop to look up one number often delays several, and it is a duty which should never devolve upon the girl whose business it is to send the calls through. The man who is calling, or his secretary, if he has one, or a person near the switchboard stationed there for the purpose should look up the numbers and give them to the operator.

An efficient girl at the telephone sends numbers through as quickly as is humanly possible, but even then she is often scolded by nervous and harassed men who expect more than can really be done.

Mr. Hunter has called Main 6785. It is busy. He waits. Hours pass. At least it seems so to him, and he grows impatient.

“What's the matter with that number, Miss Fisher?”

“I'm still trying, Mr. Hunter. I'll call you when they answer.”

The line continues busy. Mr. Hunter looks over the papers on his desk. His nervousness increases. He takes down the receiver again and asks what the trouble is. He does not get the number any more quickly this way, but it would be hard to convince him that he does not. The girl says quietly again that she is still trying. He clings to the receiver and in a few minutes she answers triumphantly, “Here they are,” and the connection is made.

The telephone girl in a big concern (or a little one) is constantly annoyed with people who have the wrong number. When it happens ten or twelve times in the course of a day—fortunately it is not usually so often—it is hard for her to keep a grip on her temper and answer pleasantly, “This is not the number you want,” but the snappish answer always makes a bad situation worse, and the loss of temper which causes it drains the energy of the person who makes it. It is not merely the voice with the smile that wins; it is the disposition and temperament to which such a voice is the index.

The Secretary. The next in the line of defense is the president's secretary. To him (and we use the masculine pronoun although this position, like a good many others, is often held by women even in the biggest organizations, where the responsibility attached to it is by no means small)—to him the president turns over the details of his day's work. He arranges the president's schedule and reminds him of the things he has forgotten and the things he is likely to forget. He receives all of his visitors by telephone first and many times disposes of their wants without having to connect them with the president at all. He receives many of the callers who are admitted by the man at the door and in the same way often takes care of them without disturbing the president. He knows more about the petty routine of the job than the president himself. He is accurate. He is responsible. He is patient. He is courteous.

In order that he may be all these things it is necessary for the president to keep him well informed as to what he is doing and where he is going and what he is planning so that he can give intelligent answers to the people who come, so that he can keep things running smoothly when the president is away, so that he can answer without delay when the president asks whether he has a luncheon engagement on Thursday, and what he did with the memorandum from the circulation manager, and who is handling the shipping sheets.

Men who have their minds on larger matters cannot keep all the details of their jobs in mind, but it is significant to know that most successful business men know with more than a fair degree of accuracy what these details amount to. Some secretaries feel very superior to the men who employ them because they can remember the date on which the representatives of the Gettem Company called and the employers cannot. The author knows a chauffeur who drives for a famous New York surgeon who thinks himself a much better man than the surgeon because he can remember the numbers of the houses where his patients and his friends live and the surgeon cannot. The author also knows a messenger boy who thinks himself a much bigger man than one of the most successful brokers in Wall Street because the broker sometimes gives him the same message twice within fifteen minutes, the second time after it has already been delivered.

The secretary comes to the office every morning neatly clad and on time. The hour at which his employer comes in has nothing to do with him. There is a definite time at which he is expected to be at his desk. He is there.

He opens the letters on his desk—and those addressed to the president come first to him—and sorts them, throwing aside the worthless advertising matter, saving that which may be of some interest, marking the letters that are to be referred to various other members of the house, and placing them in the memorandum basket, piling into one heap those that he cannot answer without first consulting the president, and into another those which must be answered by the president personally. Intimately personal letters often come mixed in with the rest of the mail. No man wants a secretary whom he cannot trust even with letters