The incident got me thinking about sick days and how people think they are doing everyone a favor by coming into work anyway, when really they are putting everyone else at risk of getting sick. Read on to see why staying in bed isn’t just the best plan of action for your health—in the long term, it’s better for your office too.

A person wakes up with a fever, chills, and other flu-like symptoms. They feel lousy, and know they should stay in bed, but instead they start thinking about all the work piled up on their desk, or the meetings and conference calls they just can’t miss. They feel guilty about calling in sick, so they drag themselves out of bed and head into the office.

But anyone who has tried to work with the flu can tell you that it’s pretty much useless. You’re rundown, tired, and finding it hard to think clearly. By pushing yourself so hard, you’re no closer to feeling better and your health is suffering. You’re also spreading germs and exposing your colleagues to your virus. Before you know it, everyone has caught the same bug. Dealing with one sick employee is a minor nuisance. Dealing with several sick employees, however, can bring a company, especially a small business, to a standstill—all because someone felt guilty about staying home with the sniffles.

Paid sick leave has been proven to be better for public health because it reduces exposure to contagious bugs like the flu. It’s natural to feel bad about letting your boss down, but trust me, your colleagues would much rather pick up the extra slack than spend the day with your coughing, sneezing self and potentially get sick themselves.

Of course, sick leave should never be abused. I once worked with a woman who bragged that she would take the day off if she felt the slightest headache coming on. She breezed through her sick leave, and then found herself in a difficult situation when, lo and behold, she actually became genuinely ill and needed time to recover. It’s like the boy who cried wolf. If you aren’t truly sick, you’re tempting fate by wasting your sick leave and perhaps even sending the message that you aren’t reliable. We all love Ferris Bueller, but does anyone really want to work with him?

Sometimes putting yourself—and, more importantly, your health—first is the best thing you can do. A missed day or two won’t cripple your company. An outbreak of the flu just might. Play it safe!

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.

I was once told that you should first congratulate the groom, as he is the one who has technically achieved the mission of finding a wife. You tell him “congratulations,” and then say “best wishes” or “I wish you well” to the bride as a show of support. Also, if you are a wedding guest, it is appropriate to save your good wishes for the receiving line, which generally occurs right after the ceremony. A couple will no doubt be very busy on their big day, so it can be awkward to pull them aside before the appropriate time.

For other momentous occasions, such as the purchase of a new home or the birth of a child, I think it’s nicer to send a personal email or (better yet) card to offer your congratulations. With Facebook, it seems we’re happy to settle for a simple “like” or profile comment when someone announces good news, but I think it’s important to practice proper etiquette so that the person knows that you care.

For instance, I recently read a news item about a former colleague of mine getting a high-level new job. I sent her a note wishing her well and included a link to the article announcing her new position, in case she hadn’t seen it. She was grateful for the note and we’ve since made plans to catch up over lunch.

Life’s important moments deserve a thoughtful response. Take the time to practice good etiquette—it feels so much more genuine and warm-hearted!

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My colleague shared with me that she is concerned that if the woman cancels, she will be out of the money she paid to reserve a room and will also have lost the fee for the coaching session. What should she do?

One suggestion would be to demand that the client put down a deposit to cover the cost of the room rental and other incidentals. I know some consultants ask for their fee or a significant portion of their fee up front, and this could help defray any expenses while discouraging the client from canceling the session.

If a client refuses, however, it’s time to make a tough decision. Best-case scenario, the session goes as planned, the consultant gets paid, and both parties are happy. Worst-case scenario, the client cancels or refuses to pay, in which case the consultant has wasted a substantial amount of time and money. If you are not in a position to afford that risk, you may have no choice but to kindly inform the client that you cannot proceed without a signed agreement. In the example above, either the client will notify her company and work towards an agreement, or they will pull out and try to find a consultant who isn’t as vigilant. It’s a shame to lose business, but it would be worse to put yourself in a risky financial situation or even wind up embroiled in a lawsuit.

It’s nice to think that a handshake and someone’s word are enough to cement a business relationship, but as independent business owners we’d be remiss if we didn’t insist on a formal agreement to protect ourselves. Don’t leave yourself vulnerable just to please someone!

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What happened next? The man was fired, as the paper found that he used the logo and quotes in an unauthorized manner. The story made national headlines because it offers a business lesson that we should all heed: Never take liberties with your company’s image.

While sending out a press release is an extreme example, I have heard of people being reprimanded for announcing hirings, departures, and promotions before the company was ready to make the information public. You should always wait for your boss’s approval before posting such information, or leaking details about projects that may be top-secret.

Employees should also be respectful when using their work email or company letterhead. If it is a personal matter, it’s not appropriate to speak on behalf of your company without first getting permission. For instance, a woman I know once got into hot water for using company letterhead to request tickets to events that had nothing to do with her job role. She was found out when one of the event planners she had contacted reached out to her company to complain—it looked really bad for the brand! Again, always ask for permission.

I have also noticed that many people on Twitter list their job title and company name, but note that any views expressed are their own. I think this is a good way to protect yourself, but you should still avoid posting anything controversial or offensive. A while back an ad exec was fired for taking to Twitter to complain about a business trip, which got back to the client he had flown down to meet. The client was so insulted, the man’s employers had no choice but to let him go.

As an employee it is your job to represent your company and uphold its image. By abusing your role, you are tarnishing that image and showing a lack of respect. It could cost you your job—so be careful!

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Here is a situation that occurred recently. I received a mass email about receiving WordPress updates from the woman who created my website. Because I had not signed up to receive these emails and had no interest in hearing about updates, I immediately unsubscribed from her mailing list.

A few weeks later I contacted this web person to do some work for me. She responded, “You didn’t want anything to do with me.” I had no idea what she was talking about. Once we discussed the matter, it became clear that she had assumed that because I had unsubscribed, it meant that I didn’t want to do any business with her. That was not the case. I just wanted to reduce the amount of e-mails that show up in my inbox and never get read.

If someone unsubscribes from your newsletter or announcements, it may not mean that they want nothing to do with you. Don’t assume they are crossing you off their list. Maybe they don’t read what you send out due to time constraints or lack of pressing interest. Maybe they want fewer e-mails in their inbox. Maybe they have simply closed that e-mail account. Don’t take it personally; simply honor their request right away. Don’t confront the person, as you may be alienating a potential client or business contact.

I hate those e-mails that don’t give me the option of unsubscribing. I am forced to receive their information even though I don’t read it. I will respond in the subject line to take me off the list. Sometimes it works, sometimes it doesn’t. Either way, I strongly recommend giving your mailing list/readers an option to unsubscribe should they choose.

Lastly, if you notice that several people are unsubscribing from your e-mails, take a moment to consider how you can make them more appealing. Are you providing valuable content? Are you perhaps sending out e-mails too frequently? Is it clear what you are promoting and that you are the business owner? If people don’t recognize your company name, they are more likely to delete the e-mail or unsubscribe without a second thought.

Sending e-mail newsletters can be a terrific way to keep in touch with clients and expand your business. Just be sure to use them wisely, and sparingly—and don’t take it personally if someone unsubscribes!

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.

A week later the jacket arrived and the color was a just a bit too bright for me. I do have a Dillard’s in my town so I took the jacket to the store to be returned. I was a bit concerned for I knew the item had been purchased on my friend’s credit card. I got to the store and was apologetic. I had two issues. Firstly, I had purchased a blouse to go with the jacket that arrived in the mail and I wanted to return it as well, but I didn’t have the receipt. The second issue was returning the jacket without the original credit card that had been used to purchase it.

Given all this, I had resigned myself to accepting store credit for the blouse I had purchased. I told the saleswoman that she could just give me a gift card in exchange for it. She said, “How did you pay for it?” I knew I had paid cash but figured they would never give me cash back without a receipt. I said, “I can’t remember if I paid cash or put it on my credit card.” She said, “Let me scan in the item and see how you paid for it.” Then, she said, “You paid cash. We’ll give you a cash refund.” Amazing! Then she proceeded to return the jacket that was on my friend’s credit card. The transaction went through without a hitch. I left Dillard’s feeling so great that day. The store was more than willing to treat me like a valued customer. I loved the exceptional customer service I received and will shop there often.

This is a great example of how excellent customer service can foster loyalty and repeat business. Work with your customers, not against them!

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Some people I contacted were very abrupt when they turned the offer down, issuing a curt “no thanks” or acting offended by the suggestion that they would want to use a “self-help” tool. But a few people stood out for the way they managed to say “no” in a tactful, classy way. I really appreciated seeing these gracious responses.

For instance, one person thanked me twice for thinking of her with my “thoughtful” offer, and went on to explain why she was declining, citing a busy work schedule and an overall satisfaction with her current business plans. She ended the conversation by wishing me success. I asked her if I could reach out to her again in the near future. She agreed that would be fine maybe when her schedule was not so full.

And that’s how it’s done. I can certainly respect her decision, and it struck me that crafting a classy response like that took maybe just a few seconds longer than merely saying “no thanks” or “I’m not interested.” It’s definitely worth that extra effort to offer a gentle “no” than a blunt rejection.

If someone makes you an offer that you find you can, in fact, refuse, or asks for a favor that you can’t provide, respond by thanking them for the consideration and expressing a desire to help, followed by a brief but firm explanation as to why you can’t. End by wishing them well, and a note saying that perhaps you can be of assistance in the future. There can’t be any hard feelings over that!

Even though modern society has conditioned us to communicate in “likes” and 140-word tweets, it’s still imperative that we take a moment to issue thoughtful responses to friends and people with whom we’d like to do business.

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.

“It was my birthday and I was working that day. Two of my co-workers wished me a happy birthday, but nobody else bothered to do so. I felt like it was weird because if someone told me that it was their birthday, I would instantly wish them a happy birthday. Am I wrong in assuming that this is a social norm? I am not trying to be desperate, but I do want to learn some valuable lesson here. Please let me know what you think.”

I agree—it is proper etiquette to wish someone a happy birthday should they mention it. It takes one second of your time, and makes the person feel good. It is possible that the reader’s co-workers were not aware of the fact that it was her birthday, but if they did they should have wished her a good one.

Many offices celebrate employee birthdays with cake. Some even pass around a card or collect money for a gift. If a card is passed around, I would recommend signing it, even if you don’t particularly know the person well—they may notice the oversight and take it personally. Just write “Happy Birthday” and sign your name.

Gifts are a trickier issue. Some companies forbid exchanging gifts with clients and colleagues, so refer to your company policy. It is also uncomfortable if one person receives a birthday present but others do not. If you have a personal friendship with a colleague, it is best to exchange gifts or arrange for celebrations outside of work hours, so that others do not feel excluded. An exception can be made for your boss, provided you organize a birthday collection which includes everyone in your department—don’t leave one person out. Avoid buying anything that could be construed as overly intimate or of a sexual or racial nature. For instance, a woman I know had an intern who was of Hispanic descent. When his internship ended, she sent her assistant to get him a card. The assistant came back with a card featuring a kitten wearing a sombrero and saying “adios.” Needless to say, a different card had to be purchased.

While it’s good to wish someone a happy birthday, you should avoid asking questions about the person’s age. Many people are uncomfortable with revealing their age, especially in the workplace, where they may feel like they are competing against younger people. If they volunteer their age, simply say, “You look great” and leave it at that.

Of course, there will be times when people forget your birthday. You can’t take it personally. I can understand getting miffed if a good friend or family member forgot my birthday, but I would certainly not confront a co-worker about it. At this point, we are a bit too old to have a “Sixteen Candles” moment and pout if we aren’t the star of the show.

Birthdays are funny—some people love them, others dread them. The safest course of action is not make a huge deal, but rather to offer a simple and sincere “Happy Birthday.” And if you’ve realized that you’ve forgotten your cubicle mate’s big day, nothing says “I’m sorry” like their favorite iced latte and a belated birthday note.

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.

“Typically, since you signed the approval form (and it states on the approval form, business card), there would have been an additional charge to make this change today. As a first-time courtesy I waived the $19.95 fee today. However in the future, please note that once you sign the approval form, any additional changes to your order will be based on our hourly rate of $80.”

After I received that email response, I quickly decided to cancel my order and do business with another company. I did not appreciate being threatened with a fine for a mistake that I did not make. I understand that it would have been inconvenient for the company had they gone ahead and printed the business cards, but since I caught the error early I did not see why I should be charged up to $80! Had it been my business, I would have apologized for the confusion and done everything in my power to make the transaction a smoother one. Copping an attitude with a customer who has yet to form any investment or loyalty with your business pretty much guarantees that they will run in the opposite direction—and tell everyone else about the bad experience.

Ask yourself this: Is it a pleasing experience when new customers do business with you? How do you show your appreciation? Are your employees trained to treat customers with kindness and respect?

One thing I’ve encountered with many businesses is a sense that they are too busy to work with me. It feels like I’m trying to get a Saturday night reservation at the hottest restaurant in town. When a company makes itself seem unavailable and not particularly interested in accommodating me, I immediately lose interest. Here I am, credit card in hand, wanting to give you my business. Don’t make me feel like it’s not worth your time, or that I’m a nuisance. If you can’t work with my schedule, at least steer me towards a business that can. I myself have had moments when I can’t take on any more clients, but I am happy to make referrals or figure out another way to help the prospect. And I always try to keep in contact so that we can potentially do business together when things are less hectic.

If a customer feels undervalued, they will connect that negative experience to your company. The next time they are in need of your services, they will most likely pursue other options so that they don’t have to experience that negativity again. There is little you can do to change their mind.

Don’t let stress or a busy schedule compromise your customer service. Make sure that you and your employees work with, not against, customers. No business can survive without customers—so treat them right!

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.

This got me thinking about people who procrastinate at work. I remember people in school who would put off studying or writing a term paper until it was down to the wire. Some would simply fuel up on coffee and stay up all night “cramming,” while others would fail because they just hadn’t done enough preparation and it was too late to catch up. As the saying goes, life is a marathon, not a sprint.

But even if one could occasionally get away with all-nighters and down-to-the-wire deadlines in college, by now we should all know better. There’s just too much risk involved. For instance, I once worked with someone who was given a major project to manage. The task required lots of organization and attention to detail, but she didn’t give herself enough time and figured she could “wing it” at the last minute. Sure enough, everything got delayed as a result and she had to beg for a deadline extension, which reflected poorly on her. It also cost the company time and money, and that’s never a good thing. The lesson: When given a project a work, immediately map out a timeline and set mini deadlines to keep you on target. Sometimes breaking the task up can make it seem less daunting.

Procrastination can also hurt us when we use it as an excuse to put off pursuing our dreams. How many times have you said, “One day I’d love to take a management course/learn a foreign language/start my own business”? We all have our own goals and yet only some of us are able to make them a reality because we get distracted by our day-to-day lives. Instead of applying for that course, we get distracted by a TV show, and before you know it the deadline has passed.

Don’t wait for success to come to you. Be proactive. If you are easily distracted by, say, Facebook or TV, limit your exposure to those things. Surround yourself with images related to your goal (I swear by a dream book) and give yourself daily tasks to help you work towards it. Things may not turn out the way you’d hoped, but at least you’ll know that you gave it your all and didn’t just sit around waiting for things to happen.

©2012 Professional Image Management If you would like to use this article in your newsletter or blog, you may do so. Please include our credit information: Written by Juanita Ecker, Professional Image Management. © Copyright 2012. I would also appreciate it if you would send us a copy for our files.