Tuesday, November 08, 2011

A couple had some problems with the ticketing for a trip, and both were yelling and being rude to the ticket agent. The agent kept her cool and took care of their problems. After the couple left, the ticket agent next to her said, "Boy, they were really being nasty to you." The agent replied, "That's okay. They're going to London--their luggage is going to Bulgaria!"

"There are lots of reasons to exhibit good manners when traveling, not the least of which is that you don't want your luggage going to Bulgaria!," says business etiquette expert Barbara Pachter, author of numerous etiquette books including the latest GREET! EAT! TWEET! 52 Business Etiquette Postings To Avoid Pitfalls & Boost Your Career.

But Pachter, who has traveled the world giving her seminars, acknowledges that keeping your cool during the holidays can be a challenge. Travelers are paying more and still enduring long lines, cancellations, delays and lost luggage. With our recent atypical weather patterns -- including a snow storm in October on the East Coast -- the unusual is now to be expected.

Polite behavior cannot stop the snow, but it can make a bad situation better. Here are Pachter's 8 travel-smart tips for the holidays.

1. Be prepared for delays Take food and water with you. (You have to buy your water after you pass through airport security.) Have your necessities in your carry-on. Make sure your cell phone and all electronic devices are fully charged. Always bring something to read, listen to or watch. If you're prepared for the worst, if and when it happens, you'll be less stressed and better able to handle the situation.

2. No cursing, name calling or rude behavior Do you really think that the person you just called all sorts of names will want to help you? One ticket agent deliberately scheduled a foul-mouthed passenger for a four-hour wait when an earlier flight was available. Customer service people tell me that although they are required to help rude people, they will do as little as possible. If you are polite, they are more likely to go out of their way for you.

3. Don't make threats In the post-911 world, threats are taken seriously. Don't joke around or try to intimidate people.

4. Acknowledge the difficulty When talking to the customer service person who can potentially help you, acknowledging his or her challenges can go a long way in helping you connect. Simply say: "It looks like it has been a really tough day," or "It has been a difficult time, hasn't it?"

5. Politely ask for what you want If you ask for what you want and it's a reasonable request, you are more apt to get it. Saying "Any chance for a dinner coupon?" may very well produce one.

6. Befriend other passengers It makes for a more pleasant trip when things get difficult. You will have a "we're in this together" mentality. As a bonus, people may share what they know. During one recent delay, a man that I had spoken to earlier found out that the airline had opened a new line upstairs. Before he went upstairs, he came and told me.

7. Be alert but don't be a bully Pay attention to your surroundings. Additional customer service personnel may appear and new lines may open up. You'll need to be ready to move quickly…but it's not okay to push or shove.

8. Don't announce your travel plans on your social media sites There are numerous examples of people's homes being burglarized because they let their "friends" know they were away. A New York Times headline summed it up best: Burglars Said to Have Picked Houses Based on Facebook Updates.

Barbara Pachter is a speaker, coach and author of numerous business books, including The Power of Positive Confrontation ($15.95, paperback, Marlowe & Co.) and When the Little Things Count ($13.95, paperback, Marlowe & Co.).

She specializes in business etiquette and communication for companies worldwide. Her client list features major organizations, including Microsoft, Pfizer, Chrysler, Cisco and Genentech.

For a review copy of GREET! EAT! TWEET! 52 Business Etiquette Postings To Avoid Pitfalls & Boost Your Career, contact: Joyce Hoff, 856.751.6141, or joyce@pachter.com

For a free copy of Pachter's communication e-newsletter, "Competitive Edge," your readers can call (856) 751-6141 (NJ) or go to www.pachter.com.

Contact: Joyce Hoff

856-751-6141 (NJ)

joyce@pachter.com



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Barbara Pachter

President

Pachter and Associates

Cherry Hill, NJ

856-751-6141

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