Culture defines every aspect of our lives and even shapes how we act in business settings. So, it is easy to navigate the business/client relationship in monocultural areas. But with over 250 different ethnic origins or ancestries, Canada isn’t a monocultural nation.
While there is often a shared baseline of behaviours in a professional setting, notably after newcomers become settled and established, a few differences may still pop up during interactions.
So, when a client may have some behaviours that differ from the cultural norm, it may be shocking, sometimes even upsetting. But very rarely, if ever, is offence meant.
And if you react negatively to a cultural difference, you may accidentally push clients away, and as a business owner, that is the opposite of what you want.
So how do you accept cultural differences when working with clients from different backgrounds?
First, you must understand those cultural behaviours are valid. You may be unfamiliar with or even dislike parts of it, but these behaviours, beliefs and traditions have been created in a society unlike your own. The reasons for that come from various causes, from the area’s climate to the available food to the population density.
But regardless of how a culture was shaped, it affects everything. So, remember two key principles:
Always assume the best of people. Very few, if any, clients have malicious intent. They may act in a way that seems off-putting or strange to you, but it isn’t meant as an insult. It could simply be due to an issue such as a language barrier.
Haggling is seen as normal. It is even expected by many cultures and is part of the sales transaction. Haggling is a time-honoured tradition that has died out in Canada but is still alive and well and very common in most of the world. Even in Canada, it still occurs in some industries. So, if a client tries to haggle and you aren’t up to changing your prices, just simply and respectfully tell them that your prices are set. Don’t be offended and think they do not value you or your products/services.
But you may want to go a bit further, especially if you are building trust and a long-term relationship.
Learn the proper pronunciation of a person’s name. Ask them to pronounce a name if you’re unsure how to pronounce it. Because a person’s name is part of their identity, and it is disrespectful to mangle it.
Do some basic research. Not even the most prolific anthropologist can understand the depth and complexities of every culture on earth. But you can, however, learn a little bit. Learn a few words of greeting, learn about some behaviours or social norms, or just some key points of pride.
Follow their social cues. If they want to handshake? Great. If they prefer not to be touched, that is fine as well. If they do not enjoy eye contact, respect that. Some cultures view direct eye contact as threatening or an invitation to flirting. Also, as in other settings, you must always ask for permission before touching them. Even if you believe the situation may warrant a hug, it is always best to ask first.
Do some research on different cultural celebrations. Mark down any holidays or important events. Wishing somebody Eid Mubarak or Shush Deepavali on your social media can immensely positively impact your business.
Find out about any local cultural or diversity-related organization in your community. If needed, you can reach out to them for help understanding cultural differences or refer them to clients that may want help better integrating.
Always use inclusive language in written and verbal settings. You can even ask for their preferred pronouns and make sharing pronouns a common thing within your organization. It not only allows those struggling with gender identity to feel welcome but will also help normalize it for those whose cultures may have more stringent gender roles.
With just a bit of effort, you will be able to build a trustworthy relationship with your clients and accept the cultural differences between you.
