I work as an Ad Sales Rep for a local media company. Our group, with roughly an equal number of men as women, are at odds over whether it’s ever appropriate, or even advisable, to greet a client with a hug rather than a handshake when meeting by chance at a social gathering. What’s your take on the issue?
—An Admitted Hugger from Wildwood
To hug or not to hug, that’s certainly a ‘touchy’ subject. A whole range of questions and concerns can come into play when handshakes turn into hugs. For example, do you know whether the intended ‘huggee’ has a significant other who might get the wrong idea if he/she sees you embracing his/her partner? What if a client is not the touchy-feely type? A wrong move could not only leave you with egg on your face, it could jeopardize the working relationship you have with your client. I would certainly continue to hug clients with whom I had already developed a close, personal friendship—one characterized by a long-standing ritual of hugging every time we met; after all, if I were suddenly to stop hugging them, they might wonder if our relationship had gone sour. But, in the absence of an established greeting protocol and assuming my client is not a close personal friend—I would exercise caution when greeting them in a public/social setting. Whenever I’m in doubt, I try to let the client make the first move. For instance, should I happen to bump into a client at, say, a mutual friend’s party, and my client spontaneously extends his/her arms in a clear, unmistakable move to embrace me, barring any rational excuse not to (such as having a cold and not wishing to spread germs), I would usually respond in kind all the while remaining mindful of the possibility that my client might decide instead on a handshake at the last moment; such things do happen. Either way, I’m prepared! The chance meeting of a client outside of a business setting or in unfamiliar territory can sometimes be awkward, even a little dicey, if the situation is not handled appropriately. Yet, more important than either the handshake or the hug is remaining focused on clients as you greet them. Always try to accompany a warm salutation (such as: “Hey, it’s great to see you!”) with good, direct eye contact and a friendly expression on your face. A handshake or a hug? Well, that decision is in your hands now.
Photo by Colin Miller of Strauss Peyton
Pictured: Joan Berkman
[If you have a question for Joan, send it to business@townandstyle.com. Joan Lee Berkman is a marketing and public relations consultant.]