Very few attorneys have attended finishing school, and even fewer law schools offer a class on protocol polish. Clients expect attorneys to handle themselves impeccably at a cocktail party, at the dinner table and in the boardroom. Today, as competition has become fierce, knowledge of business etiquette, often called "protocol," can provide a competitive edge for lawyers. Here is some etiquette intelligence regarding introductions, handshakes and business cards to help lawyers position themselves to succeed.
• Introductions: A good business introduction includes a first and last name (without an honorific such as "Mr." or "J.D.") and the name of the company or firm. A proper introduction is "Good afternoon, my name is Bob Smith. I am with Smith & Jones." This will prompt the other person to respond in kind.
An appropriate response requires listening and compassion. "Hi" is considered immature and unprofessional. Even "hello" is not enough; follow it with a name and business affiliation.
Introductions in the business arena are based on power and precedence. Gender is irrelevant; treat women and men according to protocol, not chivalry. The basic formula for a proper introduction is to say the name of the person with greater authority first and the name of the person with lesser authority last. Use phrases including, "I would like to introduce" or "May I present." For example, "Mr./Ms. Greater Authority, I would like to introduce Mr./Ms. Lesser Authority."
Attorneys should remember that clients are considered more important than anyone in the firm, department or agency, even if the attorney is a managing partner and the client is entry level. Attorneys should do their homework before meetings, researching the correct way to pronounce names and address clients. A formal approach is safest. Let the client say, "Please call me Joe."
Stand for all meeting introductions, whether meeting someone, shaking hands or saying goodbye. Gender does not play a role in this process. The only exception is when seating makes it awkward to stand; such as in a banquette or booth. At this point, consider saying, "Please forgive me for not standing."
Lawyers should make eye contact with each person as they are introduced and should share business information, such as someone's company name, along with the introduction. But refrain from unnecessary gestures, such as pointing.
• Handshakes: The only appropriate physical contact in the workplace is the handshake. In business, it is the ultimate greeting and reveals a tremendous amount about confidence, motivation, personality and attitude toward others.
Globally, it is expected that an older woman offers her hand first in a social setting. In most European countries, in both social and business situations, the woman offers her hand first.
In the United States today, gender does not play a role. A man or woman may offer to shake hands with the client first. The person who extends a hand first has a distinct advantage.
Additional tips include: Face the client directly; do not stand to the side. Always offer the right hand. If you are at a business meeting, always keep the left hand empty. If you are at a networking event, it is permissible to hold one item in the left hand, such as a BlackBerry or cold drink. Place name badges on the right shoulder area; the other person's line of sight goes to the right when shaking hands. Extend the hand with thumb up and fingers out and together. Shake from the elbow, not the shoulder or wrist. Do not pump the entire arm. Use no more than two or three pumps.
Always shake hands in the following situations: when introduced to a person, entering a room or saying goodbye; when greeted by those who are familiar and when introduced to strangers; when greeting a visitor who comes to the home or office to visit; when meeting someone outside of the home or office; when congratulating an individual who has won an award or given a speech; when leaving a gathering attended by friends or business associates; with those nearest you, the host and others you meet as you move around the room; and when consoling someone.
• Business cards: Business cards are part of a full marketing package. Handing a business card to a potential client should be done in a way that allows the client to remember it. When handling business cards in the United States, use the right hand to present the card. Present the card with the print facing the client. Be sure to provide clean, current cards without handwriting (business card cases keep cards crisp). Do not rush into conversation; allow the client a moment to review the card. Present your card to the receptionist when you visit an office.
Receive a client business card with a smile, and pause to look at it. Write notes on the card later, not in the client's presence. Put the card in a business card holder or portfolio (not in a wallet or rear pocket).
Today, the personal and business demands placed on lawyers surpass those of the past. Savvy lawyers must expand client relationships, develop new clients worldwide and master techniques to distinguish themselves from their competitors. Using proper business etiquette in the legal practice is one method to outclass the competition.