Work related meetings . . . what is the decorum these days? (1 Viewer)

[Anarchy99]

I had a new customer meeting this afternoon and got a work related phone call partly through. I told the person on the phone I was busy and would call back. Total time:15 seconds. Ten minutes later I got a text involving one of my kids was stranded and needed a ride home. I apologized to the customer and said I had to answer the text right away (it took 10-15 seconds) and put my cell away after that. (Those were the only two interruptions on my side in what turned into a 45 minute meeting.)

Thirty minutes later, the customer got a call he "had to take" and was on the phone for 5-10 minutes. After which he mentioned he had an emergency and had to leave. I asked when he could schedule 30 minutes to finish our meeting. He said he would never do business with someone that would not give 110% undivided attention to a customer. He insisted I was rude and unprofessional and the "constant interruptions" ruined our meeting,  Bottom line, he said he would not be coming back.

Which brings me to my question. What is considered the norm (or "acceptable") for things that go on in business settings or in the workplace? In my situation, I am not sure I could have done anything differently and was "distracted" twice for a total of 30 seconds.

I've had meetings recently where people texted over and over, answered calls and emails, had something to eat, paid a bill electronically, and even asked to use my phone charger so they could charge their phone. Were my actions way out of line?

 

[Gr00vus]

He said he would never do business with someone that would not give 110% undivided attention to a customer.

He doesn't do business with anyone, don't feel bad.

 

[Parrothead]

don't bring phone to important meeting that you would not want interruptions..   thread/

 

[mr roboto]

Regular internal meetings, it's ok. Sales meetings? Turn it off. 

 

[jfranco77]

So you did something that would cause him never to do business with you again, and then he sat in the meeting for another 30 minutes?

 

[Da Guru]

If it was my first sales meeting I leave my phone in the car. I do not want any interruptions the first time I am dealing with a new customer. If they look at their phone it is different..I will just sit there and wait.  I do not want them waiting on me for any reason. It is the first impression.

 

[Hawks64]

Regular internal meetings, it's ok. Sales meetings? Turn it off. 

Especially a new potential customer. I would be a bit irritated if that happened during the first meeting with a potential new vendor.

 

[Bucky86]

I don't blame him.  

 

[Anarchy99]

So you did something that would cause him never to do business with you again, and then he sat in the meeting for another 30 minutes?

Yes. I mentioned that, and the guy said if he had the time, he would have wasted another 30 minutes to finish our meeting . . . and then walked anyway. Not sure what the point would have been in wasting more of his time.

Had he said early on that he had a change of heart and this wasn't the right place for him, fine. But why spend more time if you knew you were going to walk?

 

[fantasycurse42]

Put your phone in your bag on silent when meeting with clients formally or presenting to prospects.

 

[need2know]

#### that guy.  But yeah put your phone away.  Although the one from your family, you have to take that

 

[HellToupee]

So you did something that would cause him never to do business with you again, and then he sat in the meeting for another 30 minutes?

thats the Mr and Mrs Ross strategy

 

[TheAristocrat]

Put your phone away for meetings, Missy.

 

[Anarchy99]

Put your phone in your bag on silent when meeting with clients formally or presenting to prospects.

Wasn't exactly a sales meeting, pitch, or presentation. The closest thing to describe would be an on-boarding / data exchange meeting. He came to my office, pre-sold, and he was providing me with information. He answered a couple of texts and took a lengthy phone call on his side . . . is that a one way street that customers can do that but not the business representative?

 

[gianmarco]

Based on your timeline, that was two interruptions in the first fifteen minutes. Without knowing the line of work and magnitude of the dealings, I'd say it's not surprising that a customer might be put off by that, however short the interruptions are.

 

[TheAristocrat]

Apologies. I thought this was in the Purse Forum FFA. Mods, please move to Purse Forum.

 

[Ghost Rider]

While the customer might have overreacted, that is unprofessional to look at a phone or text in the middle of a meeting like that.  Just because others do it nowadays doesn't make it right. Consider it a hard lesson learned. 

 

[Anarchy99]

Based on your timeline, that was two interruptions in the first fifteen minutes. Without knowing the line of work and magnitude of the dealings, I'd say it's not surprising that a customer might be put off by that, however short the interruptions are.

After the business call, I shut the ringer off (and mentioned that I was turning my phone off). I generally leave my cell on in case of emergency (like today) and normally would not answer a text unless it was absolutely necessary.

 

[jvdesigns2002]

There is no clear answer to this because every customer is different.  What you did in that meeting would probably be okay with 85-90% of customers out there. However--there are some customers that want full undivided attention.  If you want to be fully safe--you leave your phone off.  It's all about making a quick judgement call and managing personalities.  In this case--you took a risk by having your phone on and with you in a meeting--you misread the personality of your customer--and it backfired.  

 

[coyote5]

You should not have picked up the phone on the work related call, absolutely need to let that go to VM.

 

[Anarchy99]

While the customer might have overreacted, that is unprofessional to look at a phone or text in the middle of a meeting like that.  Just because others do it nowadays doesn't make it right. Consider it a hard lesson learned. 

The other thing I forgot to mention, is I have hundreds of these types of customer meetings a year and have been doing them for longer than I can remember, and never before has anyone reacted this way. I guy the plus side is that is hasn't happened more often.

 

[fantasycurse42]

This is one of those cases the OP was looking for validation and Dikembe Mutombo is standing there waving his winger "no no no."

 

[DocHolliday]

But I have to look at my phone every second of the day!

 

[Baloney Sandwich]

A....Always

B....Be

C....Closing

 

[Christo]

Regular internal meetings, it's ok. Sales meetings? Turn it off. 

Yeah, he just told a new customer he couldn't give him 45 minutes of his time.

 

[Christo]

After the business call, I shut the ringer off (and mentioned that I was turning my phone off). I generally leave my cell on in case of emergency (like today) and normally would not answer a text unless it was absolutely necessary.

But it wasn't really an emergency, was it?

 

[TakiToki]

After the business call, I shut the ringer off (and mentioned that I was turning my phone off). I generally leave my cell on in case of emergency (like today) and normally would not answer a text unless it was absolutely necessary.

Your kid needing a ride is an "emergency"?

Wasn't exactly a sales meeting, pitch, or presentation. The closest thing to describe would be an on-boarding / data exchange meeting. He came to my office, pre-sold, and he was providing me with information. He answered a couple of texts and took a lengthy phone call on his side . . . is that a one way street that customers can do that but not the business representative?

Yes, it's completely a one-way street until you have built enough of a relationship to be sure that it's not. Seems strange that this would be question.

 

[James Daulton]

Thank god I don't have to pretend to be nice or polite to customers.  I'd shove a pen in my eye.  I'll take my measly salary and be happy about it. 

 

[Anarchy99]

Your kid needing a ride is an "emergency"?

No, he wasn't traveling by helicopter for life saving surgery and no body parts were severed.

Stuck somewhere without a ride in the pouring rain several miles from home? I defer to other parents what an emergency is or isn't.

 

[TakiToki]

No, he wasn't traveling by helicopter for life saving surgery and no body parts were severed.

Stuck somewhere without a ride in the pouring rain several miles from home? I defer to other parents what an emergency is or isn't.

How did you solve this emergency in 10-15 seconds? Did you text someone that the child was incapable of texting to arrange a ride or did you say that you'd pick up after your meeting?

 

[Christo]

Thank god I don't have to pretend to be nice or polite to customers.  I'd shove a pen in my eye.  I'll take my measly salary and be happy about it. 

I'm happy to give someone my undivided attention for $300/hour.

 

[Anarchy99]

How did you solve this emergency in 10-15 seconds? Did you text someone that the child was incapable of texting to arrange a ride or did you say that you'd pick up after your meeting?

Texted my wife that our kid was stranded in the rain and I couldn't get him. Told her to work something out. Not really sure what happened, she may have ended up getting him.

 

[TheAristocrat]

I'm happy to give someone my undivided attention for $300/hour.

Whore.

 

[NutterButter]

No thanks on any meeting where I can't receive an emergency text about one of my kids.   

 

[James Daulton]

I'm happy to give someone my undivided attention for $300/hour.

Of course you are.

 

[Politician Spock]

That customer is a ####.... but unfortunately in corporate America, he's right and you're wrong.

I got so sick of those rules I left corporate America and am now 100% happier. My family is now the most important people in my life.... as it should be. Customers can wait. I don't mind losing them. There's lots of them, whereas as your wife and kids are irreplaceable. #### corporate America!!!!

 

[bentley]

Why would you take a call to say you can't take a call?

 

[Politician Spock]

I'm happy to give someone my undivided attention for $300/hour.

I did that for 10+ years. Worst 10+ years of my life. 

 

[Lehigh98]

I work with customers and prospects in my job and I don't use my phone in meetings.  

Hell, I get annoyed when my wife uses it while we're talking at home, but maybe I'm just old and cranky and it flies with younger folk.

People lived without cell phones before, you can go for an hour without having a constant line of contact.

My 10 year old would have known to text his mom if he didn't hear back from me and then his grandmother if he didn't hear back from her.

P.S. Get off my lawn.

 

[TakiToki]

We're talking about putting the phone away for 30-45 minutes in a meeting with a new client. I don't think doing so means that you've sold your family down the river and your soul to the corporate devil.

 

[Anarchy99]

Why would you take a call to say you can't take a call?

Good question. But there was a good reason. Just prior to this meeting, someone had emailed me that he tried to leave me a voicemail but my in box was full. In that span of a few minutes, my appointment showed up (and thus I did not have a chance to clean out my VM messages). 

I suppose I could have not answered and then called or emailed back later, but I knew VM wasn't an option (and at that point I had no idea the customer would be greatly offended).

 

[Anarchy99]

My 10 year old would have known to text his mom if he didn't hear back from me and then his grandmother if he didn't hear back from her.

All family situations and dynamics are different. Geographically speaking, I was closer. And being the one that is usually closer, I am normally the first point of contact for things like this.

 

[Lehigh98]

All family situations and dynamics are different. Geographically speaking, I was closer. And being the one that is usually closer, I am normally the first point of contact for things like this.

First point is fine, only point is silly.

 

[Christo]

Of course you are.

Damn, right. They worked hard for that money. The least I can do is show them I understand that.

 

[Coeur de Lion]

Surprised that this is even somewhat a discussion. Of course you turn the phone off when meeting with a client. Or anyone in a professional capacity while working. It's incredibly rude and unprofessional to not do so.

 

[TheMagus]

I'm wondering when the days were where was deemed OK to use the phone during a business meeting with a prospective client. 

 

[St. Louis Bob]

I take all of my notes on my phone and show the client and let them know I'm not being rude.  Then if I get a text or want to watch porn they're none the wiser. 

 

[wilked]

After the business call, I shut the ringer off (and mentioned that I was turning my phone off). I generally leave my cell on in case of emergency (like today) and normally would not answer a text unless it was absolutely necessary.

If you can reply via text and then it it sorted out... it wasn't an emergency 

 

[Lehigh98]

I'm wondering when the days were where was deemed OK to use the phone during a business meeting with a prospective client. 

Not yet but they're coming, damn millennials.

 

[Johnny Rock]

Surprised that this is even somewhat a discussion. Of course you turn the phone off when meeting with a client. Or anyone in a professional capacity while working. It's incredibly rude and unprofessional to not do so.

That said, the customer is still a xxxx. There's a reason it's rarely happened in thousands of interactions. Bell-shaped curve. The fact that he said he would've wasted more of your time (and his own) if he could've and STILL said no, is all you need to know about this guys' character (not that we don't tolerate making money from aholes).