My blog focus today, however motivated, is a look at business manners in the age of the modern internet which was merely spawned by his recent misguided perspective of "all" Virginians.
Most Virginians in my long travels have been held in the highest esteem by many for their well mannered social skills in the business world. Whether I’ve been on the winning or losing end of a project, I’ve mostly admired this trait where Virginian business folks can leave you with a sense of dignity even when you have lost the “deal”. They are generally always tough, but polite, have impeccable manners, and are well spoken. Governor Bob McDonnell appears to be an isolated exception to my perception in this specific case.
I submit, manners are still one of the great traits of successful businesses people. Even in a point and click world quality leaders want to connect with the human behind the keyboard. Some notable selected examples in my career that I will never forget:
- Williamsburg, Virginia and Gettysburg Pennsylvania merchants, per my reference to the Governor's recent remarks (He used these towns as examples to make his point), are really very business savvy. The Governor should now apologize to these modern merchants as he is not fully understanding why they are so successful. Both town’s represent two of the top destinations for tourism and buying of consumer goods in the world. They present traditional, powerful branding, marketing, merchandising, customer experience, and ebusiness as well as any. Both towns welcome all to their doorstep, it's about commerce and proudly making all visitors feel like very important guests.
- Most striking in these two towns is the open public display of manners that make you feel special where ever you come from or your background. Always a “please or thank you Sir or Madam”, doors opened for ladies, and proper but friendly table and server manners on display from 2 stars to 5 star restaurants. These merchants have successfully blended the past traditions with modern marketing, always remembering how appreciative they are of the buyers coming to their doorstep. They are marketing leaders in person, television, printed catalog, or over the internet.
- Suzie Ormond has the gift and respect of manners! At one time in my career I had fun being a guest presenter for the QVC television network. My first show was nerve racking as can be and much was new to me. I was following the Susie Ormond show, one of QVC’s top stars and shows. To this day I will always remember her simple kindness in reaching out her hand and offering to carry my boxes in from my car. Suzie was next up and under pressure to go on, yet she extended this incredible “human” offer. I mentioned I was impressed by her being a big star and so grounded; her response was “We are all in this together, I was just raised this way”. Needless to say she has my respect forever, and again makes my point of why manners are a distinguishable trait of highly successful people.
- Richard Chan owner of Morningside Investments (Former cancer M.D. in Boston, and one of the world’s wealthiest people) in Hong Kong understands the force of manners in the business world. In visiting his firm for expansion capital he met me at the Oriental hotel on HK island , but asked me to stand by a certain spot and he would come by, find me, and quickly leave to another location. Five minutes before our meeting he showed up and personally opened the doors for me as we walked to his office. During the meeting, he always stood up when someone entered and was the last to be seated. I surely appreciated such an important person picking me up but was respectful of his time and my relatively small request compared to his holdings.
- I, however, was very puzzled. When I openly asked and complimented him about this, He told me he does this every time he meets a new person to make them feel comfortable and give undivided attention. I was blown away by Richard's explanation that was now becoming familiar; “I was raised to have good manners by my parents”. I’ll never forget his lesson that day! This is what I now call a class act!
So, in the age of modern technology, my question to many of the young business people and entrepreneurs hitting the career street in the next few year is simply “How were you raised?” My sense is traditional good manners will be a great arrow to have in your quiver to differentiate you for your business competition in the growing high tech world. JMHO
