How to avoid bad manners when taking a phone call
Are you a rude customer or a rude service provider?
Hawaii calling
Terry and I just got back from our first trip to Hawaii. Honolulu for our AICI Association of Image Consultants International Conference and then a week on Maui. We had a great time. We stayed at a beautiful hotel called the Makena Beach and Golf Resort in Maui. (And yes, Terry did check it out first for reviews and advice on trip advisor.) The staff there were extremely gracious and welcoming and their business etiquette hosting was fantastic.
Taking calls that keep us waiting
However, one person at the concierge desk didn’t make as good an impression and this was because of the way she handled telephone calls. While talking with us, if the phone rang she would take the call and deal with the person on the other end causing us to wait and she did this constantly. Terry finally walked away. We ended up not booking any excursions through her. Were we wrong or was she?
Proper phone etiquette tip
We felt she didn’t really value us or our time. When it comes to business etiquette, the live person should have priority and your attention. Our advice is that if you have to take a phone call, let the person in front of you know that you will deal with it as quickly as possible. Excuse yourself and get back to them asap. 
What if the shoe is on the other foot?
What if you are the customer and you take a phone call in front of a service provider or colleague that is working with you? Service people find it difficult when customers take phone calls in front of them. This is not only rude to them; it also holds up the line and shows a lack of consideration for other customers.
A tip to stop the rude behavior
So how can a service provider remind a customer not to be rude by taking cell phone calls? One of the banks that we use in the United States is Wells Fargo. We have always found their level of business etiquette and customer care to be outstanding. Some of their branches have discovered a nice way to get around this problem of how to gently nudge inconsiderate customers.
The sign says it all … in a nice way
Rather than having their staff admonish anyone or having other customers in line become upset waiting for cell phone talkers, they posted a neat sign. See our photo above. A nice reminder, don’t you think? (Terry says he is going to have similar text printed on a small card so he can hold it up to people that are taking calls in his presence and ignoring him.)
People aren’t intentionally rude
Most of us aren’t intentionally being rude (or stupid with our smart phones) but all of us (even image consultants) need the occasional reminder to be considerate and respectful of each other.
I happen to know that you bought a cell phone at another retailer. I wonder how many other customers this sales person has offended! As consumers we certainly do vote with our wallets.
I was in a store in St. Catharines, Ontario. I was shopping for a cell phone. The sales associate kept on looking at his phone. Needless to say he lost my business.
Dwight, you shoot straight from the hip. I’m curious if you’ve had many comments from your clients about the sign, pro or con?
Brenda, thanks for your witty suggestions! I can tune out a cell phone conversation while Joanne is more like you…especially if it’s more interesting than her book.
I put a “no cell phone sign” on my office door. I didn’t used to mind clients taking cell phone calls when they were in my accounting office since they were paying for my time anyway. If they want to pay me $120/hour to listen to them yak on their shoe phone that’s fine. However I realized that I did not have that time to waste on them so now I ban cell phones from my office.
Everyone has situations where they are waiting for a call (about a kid, or a specialist appointment, or someone in hospital) but that is something you should explain before the call comes. “Just to let you know I might have to answer the phone as I am waiting for news about…”
My worst experience was at my kids’ band concert. Someones phone rang, and instead of dying of embarrassment, he held a conversation while the band played on.
Heres a suggestion for another gentle reminder, (I want to tell the band instructor this one). “Those of you who are heart transplant surgeons waiting for news of a heart being available, please keep your cell phones on”. Probably too subtle though.
I also find it really annoying when people have loud, extremely personal calls on public transit. Sometimes its more interesting than my book and I have trouble concentrating.
Amen, Susan! Thanks for sharing. Living, breathing (non-zombie people), in person customers should have priority (unless the customer is on their cell phone too). That’s what we teach in our business etiquette courses. It’s part of coming across as a complete professional.
I think this was a great discussion. I too, like Terry get annoyed when I wait and wait and wait for service when someone is on the telephone with a telephone customer or worse their friend. A number of years ago I was at a conference in Banff, Alberta and they did discuss this very topic. The consensus at the time was that the “living, breathing, in person” (a bit of sarcasm here, sorry) client in front of you should be acknowledged first and foremost and those on the telephone should be placed on hold not unless it is a true emergency. Whether this the appropriate course of action, it certainly sounds like a great plan to me!