Wikipedia says politeness is the application of good manners to make people relaxed and comfortable. Politeness in the workplace is especially important, because diversities in race, gender and culture can cause unproductive clashes. Politeness allows colleagues to disagree and still maintain a positive relationship.
Politeness isn’t always easy, but it can save the day. Someone once said, “Treat everyone politely, even those who are rude to you–not because they are nice, but because you are.”
As the person who answers Hetrick’s phones, I am always surprised when a salesperson is rude. One gentleman recently asked for Bruce Hetrick, and when I said he was unavailable, he asked for Bruce’s cell phone number. I told him I was not at liberty to give that out, and he shouted, “I want to talk to him NOW!” When I offered to give his number to Bruce, he hung up on me!
Before coming to Hetrick, I worked in customer service for a computer company and dealt with angry people all the time. I had many experiences in turning the other cheek. One gentleman who called was already upset. All he needed was a small rubber part. He had talked to one of our service providers, at a call center in India, and that vendor only sold the part in a package of 10 for $60. I explained that we would not be able to get the part any cheaper, but I asked whether he would take a used one, because our techs salvaged parts. He calmed down, said that would be fine, and I mailed him the part. A few weeks later, he sent me a Mont Blanc pen along with a note apologizing for his behavior and thanking me for helping him.
Even in these stressful times, politeness has not gone by the wayside. Have you got a similar story?
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