Cell Phone Etiquette and Code of Conduct for Small Business
Friday, January 21, 2005By HR Whatnot Staff
Cell phones have become ubiquitous in our society and yet are still new enough that rules have not been adopted and put in place to govern their proper usage in the workplace and marketplace. Rules are useful and necessary to prevent the few thoughtless people from offending or annoying the surrounding customers and employees at your place of business. As a business owner you also do not want to offend or alienate the cell phone user, who could in fact be your main customer base.
The Problem
If you are a business owner that deals with the public or a business patron of said services (pretty much everyone) you are exposed to patrons conversing on their cell phones while they wait. A private conversation over your cellular while you wait is fine in most cases, but where it poses a problem for the business owner is in the following cases:- The cellular user talks loudly disturbing surrounding patrons
- The cellular user talks about intimate or other subject matter inappropriate in public or in the workplace
- The cellular user holds up the flow of business while they attend to their private conversation
This has become such a disruptive behavior to business that business owners are resorting to banning cell phones in their establishments. A ban on cell phones is not the answer. In fact business owners that have tried this tactic admit that it has not solved or even lowered the problem at all. So what to do?
For The Business Owner
If you are a business owner, you want to service your customer efficiently while at the same time providing them with an enjoyable experience (or at minimum, a neutral experience). Efficiently, because the faster you serve your customer, the happier they are and the quicker you can move on to the next customer. More customers means more profit, more satisfied customers means more repeat business, means more future profit. Chances are most of your customers are cell phone users, so banning cell phones will ban a good portion of your customer base.- Signage for Lines - Post a sign on entry explaining good cellphone behavior in your premises. This includes stepping aside if you are next to be served so that the people behind can have their turn while you finish your call. This also includes curtesy! We value all our customers, yes, even the busy cell phone folks. Make it clear that you wont lose your spot in the line by stepping aside - you are next.
- Signage for Performances - Post a sign on entry explaining good cellphone behavior in your premises. This includes turning your ringer to vibrate - Please Check! It also includes quietly exiting to the phone area to take the call. Taking a call in the performance area is not acceptable for the othe patrons or performers. Corrective action will be taken.
- Line/Queue Handling - If your business has lines or queues make space available at the front of the line for people to step to the side to handle their calls.
- Train your staff - If the next person in line is on the phone, ask for the next ready customer. If the cell phone operator steps up, ask them politely to finish their call in the designated area and then perform their transaction.
- Segregated Seating - If you own a restaurant or other seating establishment, have a separate area for quiet enjoyment and another area where cellphone use is accepted and encouraged. Those patrons seeking an intimate setting can have their quiet area and those looking for a more casual/relaxed setting can have theirs.
- Corrective Action - Train your staff to handle disruptive behavior. If someone is disobeying posted rules or if someone is annoying the rest of your patrons, it is imperative that someone from your staff deal with it. The proper handling can mean the difference between 1 former customer and an entire room of former customers. The proper technique is to address the offending party directly and first offer them a more secluded area to finish their conversation privately and secondly to lower their voice and/or refrain from the undesired behavior. If neither of these work, bring on the bouncer. Politely send him to your competitor down the street. Remember, it is your responsibility to correct these problems. If you dont, another patron may take it into their own hands, leading to more problems as things will escalate. The key is to deal quickly, firmly and politely.
For The Business Patron
If you are a patron waiting in line or sitting at your table or seat and you have your cell phone with you, consider the following good behavior:- Tone it down - Contrary to popular belief, your private conversation is not fascinating to anyone else in line or in the facility. So please lower your voice.
- Obey Posted Rules - The rules are posted for everyones' benefit. You are as annoyed by others bad behavior as others' are by yours, so follow the golden rule.
- Turn off the ringer - And verify that it is off before entering a performance.
- Take the call elsewhere - If you must take a call, consider taking it in a private location.
- Step aside - If you are in line and you are next, please step aside until your call is complete before taking your turn. Hand signals while you talk to someone else about something else are not the best way to convey your order. So finish your call and then place your order.
- Talk to your party - If you are out with a group or out on a date, talk with your group or your date. Ignoring your party or your date to talk with someone that is not present is rude and thoughtless. It does not make you look sophisticated and popular, it makes you look like a thoughtless cad.
