What to Know Before You Go - Or Before Your Customers Arrive
by K.C. Chan-Herur, MBA

More Information About the Author: Click Here for the K.C. Chan-Herur, MBA Home Page

• Keys to Success: Observe, listen and speak, in that order. Keep an open mind and show respect.

• Do Your Homework: Get briefed on must-know information, e.g., current business etiquette, communication do`s and dont`s , cultural and customer sensitivities, current event and relevant history.

• When and Why Meet: Avoid dates on or around national holidays or vacation. Reconfirm date, time, objective, agenda and people involved in meeting.

• Language: Learn to say a few words in your customers` language, such as, "Hello", "Thank you", "Please" and "Excuse me. " Bring your own interpreter.

• Business Cards: Bring lots of business cards - printed in both the local language and English.

• Introductions and Greetings: Use customers` last name, not their first name unless invited to. If unsure, ask how they would like to be addressed. Speak, act and dress more formally and conservatively.

• Communication Do`s:
  • Take time to create rapport and trust. People like to do business with friends.
    
  • Be sensitive to eye contact level, physical distance, time and other non-verbal clues.
  • Avoid "or" and judgmental questions.
    
  
  
• Communication Dont`s:
  • Avoid discussing politics, religion and social conditions.
  • Avoid the U.S. "OK" sign.
  • Avoid copying local gestures unless you are sure about their meanings and exact movements.
    
  
  
• Business Gifts: "Safe" gifts, such as, pens, books, or quality items with a small corporate logo.

• When In Doubt: Follow your host`s or local staff`s lead.

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  © 1994, 2000 K. C. Chan-Herur. Excerpted from the book "Communicating With Customers Around The World: A Practical Guide To Effective Cross-Cultural Business Communication", K.C. Chan-Herur, AuMonde Int`l Publishing, San Francisco.