The Book of Business Etiquette by Nella Braddy

The Book of Business Etiquette, authored by Nella Braddy (copyrighted in 1922), draws on material furnished by numerous business men and organizations to establish a necessary code of conduct for the commercial world. The core premise is that courtesy, far from being a superficial charm, is a practical, character-driven asset essential for success and good citizenship. The text emphasizes that high standards of civility must be adopted by the American business man, who is portrayed as the nation’s central figure.

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Who May Benefit from the Book

• Business professionals and executives.
• Sales and service staff (clerks, traveling men).
• Office personnel (secretaries, stenographers, messenger boys).
• Individuals seeking personal refinement and career advancement.
• The general public, to understand mutual respect in commerce.

Top 3 Key Insights

1. Courtesy is a practical business asset, paying dividends and building essential good will, which is vital for a firm’s survival.
2. True politeness is fundamentally the Golden Rule translated into conduct, rooted in character, not mere superficial elegance or pretense.
3. The American business man, recognized as the nation’s hero, holds the responsibility to maintain a high standard of civility and good citizenship.

4 More Lessons and Takeaways

1. In the complex modern world, mutual dependence is increasing, emphasizing the need for trust and confidence in all economic relationships.
2. Cleanliness, proper grooming, and conventional dress are indispensable elements of dependability and personality in the professional sphere.
3. Executives must extend justice and kindness—ensuring fair wages and safe conditions—as courtesy unsupported by integrity is deficient.
4. Effective communication, particularly in writing and telephoning, demands clarity, brevity, and emotional self-control to maximize efficiency and minimize friction.

The Book in 1 Sentence

This guide asserts that successful business conduct relies fundamentally on high moral character, common sense, and practical, genuine courtesy.

The Book Summary in 1 Minute

The book defines courtesy as the Golden Rule applied to modern conduct, arguing it is a practical asset crucial for business success and good citizenship. American business men are the nation’s key figures, requiring high behavioral standards. True politeness stems from character, integrity, and consideration for others, paying greater dividends than any other human characteristic. Key areas covered include staff management, customer interactions, telephone etiquette, salesmanship, and business writing, all emphasizing that sincere manners are necessary components of upright character.

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Chapter-wise Book Summary

PART I

CHAPTER I: The American Business Man

“The business man is the national hero of America, as native to the soil and as typical of the country as baseball or Broadway or big advertising.”

The American business man is the nation’s national hero and the single biggest factor in the American commonwealth today, influencing the country’s ideas and ideals. His career, often starting from humble beginnings, may not seem romantic compared to ancient heroes, but it deals with foundational modern industries. Although methods of accomplishment have not always been above reproach, the average American business man is considered superior in character to his historical counterparts. Civilization and politeness arose out of the instinct for self-preservation in the face of nature’s treachery, leading to organized, increasingly complex societies. America, founded on ideals of individual freedom and human brotherhood, faces challenges due to its heterogeneous population and the rapid advancement of machinery over spiritual progress. Manners are simply adapting oneself to surroundings. Courtesy must not be superficial but a fundamental expression of character, equating to the Golden Rule translated into conduct. The business man must strive for a high standard of behavior, prioritizing noble building over perfect adherence to rules.

• Chapter Key Points:
  • The American business man dominates national ideas and ideals.
  • Modern life demands high confidence due to mutual dependency.
  • Courtesy is the Golden Rule applied practically in conduct.
• Important Quote: “Politeness is a fundamental, not a superficial, thing. It is the golden rule translated into terms of conduct.”

CHAPTER II: The Value of Courtesy

“Courtesy pays in dollars and cents but its value goes far beyond that. It is the chief element in building good will—we are speaking now of courtesy as an outgrowth of character—and good will is to a firm what honor is to a man.”

Historically, “big business” was often arrogant, but it soon became clear that pleasantness was a far better policy, as courtesy is a practical asset that pays dividends. William McAdoo’s “The Public be Pleased” motto for the Hudson Tubes pioneered this revolutionary policy. Instances show that a single act of courtesy can lead to thousands of dollars in reward. Beyond monetary value, courtesy built on character is the primary element in forging good will, which is crucial because a business that loses its good will is often permanently weakened. A major trust company successfully expanded by prioritizing courteous service, viewing customers as their employers. Advertising attracts customers, but courtesy retains them. Internally, courtesy from authority figures is vital, as arrogance from young, inexperienced employees can cause tremendous damage. Politeness acts as the “finest shock absorber in the world” in crowded commercial waters. However, courtesy should not lead to servility; the undemocratic notion that “the customer is always right” is unsound and hypocritical. Business is service, not servility, and courtesy must work both ways.

• Chapter Key Points:
  • Courtesy is a primary source of profitable good will.
  • Good will demands integrity; manners must back up character.
  • Politeness is the “finest shock absorber” in commerce.
• Important Quote: “Courtesy can pay larger dividends in proportion to the effort expended than any other of the many human characteristics which might be classed as Instruments of Accomplishment.”

CHAPTER III: Putting Courtesy Into Business

“A gentleman is a man of good breeding, courtesy, and kindness; hence, a man distinguished for fine sense of honor, strict regard for his obligations, and consideration for the rights and feelings of others.”

The motivation for adopting courtesy in business may often be financial (“it pays”), but a courteous man, whatever his motive, is a more agreeable citizen. Courtesy is not innate; it requires training. The ages between seventeen and twenty-seven are considered “the most slippery” as commercial habits are established. The atmosphere of a business is determined by the gentlemanly character of the man at the top. Successful firms maintain courtesy as a “tradition, an instinct”. Businesses must carefully select employees based on “proper social basis” (like good manners, cleanliness, and agility) as “rotten wood cannot be carved”. Training programs, such as those for salesmen, should emphasize that character is nine-tenths of success. Management must provide healthy, sanitary working conditions, though contentment is largely a matter of attitude. Strict supervision and “slave-driving” are detrimental to courtesy and economy. Fairness, co-operation, and giving employees every chance to succeed are key management principles.

• Chapter Key Points:
  • A gentleman follows an inward, personal ideal of conduct.
  • The “old man” or employer sets the tone and standard of the business.
  • Business policies built on oppression or excessive spying breed trickery and rudeness.
• Important Quote: “It is a principle of his… that no man who was not a true gentleman at heart, ever was, since the world began, a true gentleman in manner. He says, no varnish can hide the grain of the wood…”

CHAPTER IV: Personality

“Cleanliness is an attribute of civilization… Absolute cleanliness of the body has been insisted upon from the first.”

Personality is the sum total of one’s qualities, encompassing both inherent nature and external factors like dress and manner. The notion that success is achieved without hard work or struggle is denounced as a “lie” and a menace. While one should “Be yourself,” it must be your best self, as natural actions (like being cross or rude) must be overcome by politeness. Personal cleanliness is fundamental to a pleasing personality; daily bathing and shaving are expected. The wise business man wears conventional clothes of substantial material and conservative colors to present an agreeable and dependable appearance. Eccentricity in dress usually indicates eccentricity of temper, which is undesirable in business. Offensive mannerisms include physical intrusiveness (never touch another person), excessive curiosity (avoid intrusive questions), loud talking, and public untidiness. A courteous attitude toward women, including female employees, is an essential mark of a gentleman.

• Chapter Key Points:
  • Personality is critical, but only when coupled with hard work and sincere effort.
  • Personal cleanliness and inconspicuous dress signal dependability.
  • Avoid physical imposition, loud conduct, or untidiness in public.
• Important Quote: “The time has passed when uncouthness of dress and manner can be taken as a pledge of honesty and good faith.”

CHAPTER V: Table Manners

“Eating should be, and, as a matter of fact, is, when one follows his usual custom, an unconscious process like the mechanical part of reading or writing.”

Good table manners are acquired primarily through observation, especially concerning the correct handling of utensils. Key points include not putting the knife in the mouth and using the fork/spoon correctly. Dining is an art, and table manners are crucial because they are strongly endorsed by good sense. The host bears responsibility for the dinner and should offer the best within his means without apology. The perpetual “frenzied rush” of the modern business man, particularly during lunch, hinders good dining habits. With business increasingly transacted over meals, table manners contribute to professional success, though social gifts cannot replace solid work. The tragedy of American life includes men so immersed in business that they neglect everything else—love, culture, and nature.

• Chapter Key Points:
  • Table etiquette relies on observation and knowing the proper use of utensils.
  • Hosts should provide the best they can afford without making apologies.
  • Business men must avoid becoming so absorbed in work that they neglect life outside the office.
• Important Quote: “It is only among people of blunted sensibilities that nice table manners count for nothing…”

CHAPTER VI: Telephones and Front Doors

“A contact which has taken years to build can be broken off by one snippy letter, one pert answer, or one discourteous response over the telephone.”

The front door and the telephone are the primary points of entry to a business. The telephone is particularly challenging because it involves three people (caller, operator, receiver) who cannot see each other, requiring clear thinking, patience, and courtesy. The telephone company proactively established a policy of courtesy, finding that girls generally maintain better self-control under pressure than boys. Subscribers must be careful and distinct when calling numbers and avoid keeping anyone waiting, which is the “acme of discourtesy”. In business, generic responses like “Hello” are obsolete; one must identify the firm or department immediately. The “voice with the smile wins”; shouting and losing temper are ineffective and drain energy. Similarly, the reception desk is a crucial vantage point. Indifferent or insolent treatment at the front door causes business loss and animosity. The reception staff must be both intelligent and courteous, offering “nice deference” to callers, protecting busy executives while still turning away unnecessary visitors graciously.

• Chapter Key Points:
  • Telephone courtesy requires patience and strict adherence to technical and verbal clarity.
  • The reception area is a vital component for building business reputation.
  • Callers must be turned away courteously, confirming their right to attention.
• Important Quote: “Hello” is a useless and obsolescent form of response in business offices. The name of the firm, of the department, or of the man himself, or of all three, according to circumstances, should be given.”

CHAPTER VII: Traveling and Selling

“Salesmanship is built on faith. A man must believe in his product and then must make other people believe in it as firmly as he does.”

Traveling etiquette involves common-sense rules like keeping one’s place in line and minimizing baggage. Tipping is an undemocratic custom but necessary, generally set at ten per cent of the bill for good service. Traveling salesmen must embody the “courtesy of salesmanship,” meaning they can “never indulge in the luxury of a grouch”. Modern salesmanship is built on faith, requiring enthusiasm for the product. Gaining access to prospects is difficult due to barriers erected against agents. The best approach is often direct, and using false pretenses (like fictitious referrals) is dishonest and undermines trust. The salesman’s presentation must be adapted to the prospect’s needs. Successful salesmanship is service, seeking mutual satisfaction and long-term relationships, not forcing unwanted or unaffordable purchases. A salesman should never speak disparagingly of competitors; honesty and commendation are far better policies.

• Chapter Key Points:
  • Tipping, while deplored, is necessary and should reflect quality of service.
  • Salesmen must be professional, avoiding intrusive manners or dishonest approaches.
  • Good salesmanship builds lasting business by selling goods that “won’t come back”.
• Important Quote: “If a man is accustomed to see a great number of people he will find it too much of a strain on his vitality to shake hands with them all.”

CHAPTER VIII: The Business of Writing

“The length of time does not matter—it is the sort of letter which is produced at the end of it.”

A good business letter must effectively convey its message and build good will in the briefest and most courteous way possible. The letter’s appearance (plain paper, simple headings, ample margins) should be professional, as any aspect that calls attention away from the message is ineffective. Letters should cover only one subject to facilitate filing. Standardized closings like “Yours truly” are appropriate, and one should generally use “We” when writing as part of a large organization. Stilted phrases and unnecessary verbiage (e.g., “Yours of the 11th inst.”) should be avoided in favor of conversational language. Correspondence must be clear, complete, and signed legibly. Dictators must be considerate of stenographers, speaking distinctly and maintaining an even temper. Imagination is indispensable to writing good letters, allowing the writer to put himself in the place of the recipient. Collection letters should appeal to a debtor’s sense of honor rather than resorting to insults, which only antagonize.

• Chapter Key Points:
  • Good writing requires clear thinking and professional, inconspicuous formatting.
  • Avoid obsolete language and use direct, conversational style.
  • Imagination and courtesy prevent writing unnecessarily frustrating letters.
• Important Quote: “The most fatal disease that can overtake a stenographer (or any one else) is the habit of slavishly following a routine.”

CHAPTER IX: Morals and Manners

“A gentleman is ‘lord of his own actions.’ He balances his own account, and whether there is a debit or a credit is a matter squarely up to him.”

The ultimate pivot of all right-thinking conduct is the Golden Rule. In business, the two essential virtues are justice and kindness. Justice requires that the employer make industrial life safe for the worker, ensuring good lighting, fresh air, and cleanliness. Carelessness is deemed “criminal” if it results in injury. Economically, justice requires paying as much as the employer can afford, as hiring employees at less than a living wage is based on greed and thoughtlessness. Employees have a duty to be punctual and avoid petty dishonesty (idling, gossiping). Salary discussions should be private. Loyalty and teamwork are paramount. Reprimands should be given quietly and privately, solely between the offender and the “boss”. The cowardly practice of “passing the buck” (shifting blame downward) is beneath contempt. Confidential information (like salaries or reasons for dismissal) must be protected. Business ethics mandate that houses treat their rivals courteously and focus on elevating the standard of the entire profession. Business must be built on the Golden Rule, confirming that honesty is indeed the best policy.

• Chapter Key Points:
  • The Golden Rule is the core moral principle of human relations.
  • Justice and kindness must underpin all business operations.
  • Avoid dishonesty like tardiness, gossiping, or shifting blame (“passing the buck”).

PART II

CHAPTER X: “Big Business”

“It is a matter of fact that few men rise to such positions who are not innately courteous. It is one of the qualities which enable them to rise.”

This chapter details application of courtesy in large organizations. The President’s time must be protected by tactful and intelligent staff at the door who filter visitors and redirect those who should see subordinates. The Man at the Door succeeds by greeting each visitor as if he were the only one and asking questions cordially. The Girl at the Telephone must achieve the same ends through voice alone, maintaining perfect poise and an even temper, as the “voice with the smile wins”. The Secretary manages the President’s schedule, filtering calls and digesting memos, requiring intelligence and trust. Executives are successful primarily through their ability to recognize talent. They must be readily accessible to their own men, avoiding unnecessary barriers or “red tape”. Executives should receive outside callers fully, making them comfortable and giving full attention before courteously concluding the interview. Subordinates (“The Rank and File”) must be loyal, presenting grievances or suggestions first to their immediate superior. Office Boys face the “terror” of highly stressed executives but must learn composition in the face of injustice.

• Chapter Key Points:
  • Courtesy is a prerequisite for rising to a position of leadership.
  • Reception staff must be intelligent filters to protect executive time.
  • Subordinates must present grievances/suggestions to their immediate superior first.
• Important Quote: “You must always ask the pardon of the guest before turning to the telephone or to a messenger, and if the guest is an employee the rule is the same.”

CHAPTER XI: In a Department Store

“We don’t try to make just one sale and get by with it. We want you to come back.”

Department stores, such as Helpem’s, emphasize efficiency and courtesy. They often require clerks to wear simple, agreeable uniforms to prevent the store from breaking up into “jarring patches of color”. Effective sales clerks must be observant, listening to the customer’s specific needs, and offering suggestions without being insistent or trying to impose their own ideas. The core strategy is long-term: building repeat business. Clerks must recognize when a customer is rushed and avoid pushing unnecessary suggestions. Good salesmanship successfully relates the product to the customer’s self-interest.

• Chapter Key Points:
  • Uniform dressing maintains an agreeable tone in large stores.
  • Sales must be customer-centric, focusing on needs, not imposition.
  • The goal is earning the customer’s return trade through satisfaction.
• Important Quote: “An intelligent clerk can usually tell when his customer is in a tearing hurry. It is an unpropitious time to make suggestions.”

CHAPTER XII: A While With a Traveling Man

“The salesman must smile, smile, smile… It is the courtesy of salesmanship, and it is this quality more than any other that makes selling a young man’s job—we do not mean in years, but in spirit…”

The wise traveling man secures indefinite appointments ahead of time. He maintains a professional, clean appearance and uses a direct, honest approach. When facing a difficult prospect, he maintains polite persistence, speaking clearly in terms of the prospect’s specific business needs. A good salesman knows his job is to build up his own house, not to tear down a competitor’s business. He avoids foul-minded company on trains. When dining with others met while traveling, each person should settle their own bill to avoid obligations. In small towns, the salesman adapts his quick-city pace, listens sympathetically to troubles, and gains trust by proving how he can help. Sales should be built on reliable business, including investigating credit openly for the protection of both parties.

• Chapter Key Points:
  • A salesman’s primary duty is maintaining cheerfulness and polite persistence.
  • Never belittle competitors; focus on the strengths of your own product.
  • Adapt methods to local pace, building trust through helpfulness and honesty.
• Important Quote: “He has better judgment than to remind the people of this. Instead, when he is talking to them… he talks about what they have rather than what they have not…”

CHAPTER XIII: Tables for Two Or More

“A poor man who finds himself under the necessity of entertaining a rich one should not feel that he must do it on a grand scale if he has been so entertained by a rich one.”

For those unused to formal dining, the table setting can be confusing, but the host must skillfully guide the guest through the menu and use of utensils without causing embarrassment. Proper etiquette includes sitting up, using a napkin in the lap, and avoiding large mouthfuls. The host’s responsibility is to provide the best within his means, and apologies should be avoided. The practice of “bluffing”—overspending to impress a richer guest—is deemed “silly and vulgar” and unwise. Social entertaining among business couples should be done by the wife of the man with the superior position first. When entertaining, especially in simpler homes, authenticity and genuine hospitality are more valuable than hired opulence.

• Chapter Key Points:
  • The gracious host subtly guides the guest through formal dining.
  • Avoid the “silly and vulgar” game of bluffing or overspending on entertainment.
  • Never apologize when offering the best you have to give.
• Important Quote: “The art of dining is not a question of what one has to eat—it may be beans or truffles—or where one eats it—from a tin bucket or a mahogany table—it all depends upon how…”

CHAPTER XIV: Ladies First?

“She is very foolish and childish if she feels resentful when a busy man fails to hold open a door for her to pass through, when he rushes into his office ahead of her, or when he cuts short an interview…”

Most business girls work out of necessity, seeking economic independence or a better standard of living, and are responsible for setting the pace of behavior. Over-dressing and display of finery are considered marks of vulgarity. Business attire should be trim, neat, and inconspicuous, favoring practical shoes and capable hands over elaborate accessories. Girls should avoid accepting indiscriminate attention or expensive gifts from men who are not fiancés. In casual business lunches, girls should pay their own way; it is a breach of etiquette to allow a man to pay unless the meeting is a prearranged social engagement. A woman entering business accepts the same conditions as men and should not expect special favors. Civility, such as thanking a man for giving up his seat, is important. The most valuable courtesy a woman can offer is politeness toward her job, focusing on capable and efficient work.

• Chapter Key Points:
  • Business attire should prioritize neatness and professional dependability.
  • Women should avoid accepting expensive or indiscriminate gifts from male associates.
  • The highest courtesy is prioritizing capable, efficient work in one’s job.
• Important Quote: “The wisest thing, we suppose, that a king can do for his land / Is the work that lies under his nose, with the tools that lie under his hand.”

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Notable Quotes from the Book

1. “The best of us get on one another’s nerves, even under ordinary conditions, and it takes infinite pains and self-control to get through a trying day in a busy office without striking sparks somewhere.”
2. “It is better, whether one is working with bricks or souls, to build nobly than to build perfectly.”
3. “He who wishes to live… in fellowship with men… will find it a very necessary thing, to have skill to put himself forth comely and seemly in his fashions, gestures, and manners: the lack of which do make other virtues lame.”
4. “Advertising will bring in a customer but it takes courtesy to keep him.”
5. “The appellation of gentleman… is not to be affixed to a man’s circumstances, but to his behavior in them.”
6. “It makes no difference where you are going. You’ve got to start from where you are.”
7. “If you insult a man who owes you money he feels that the only way he can get even is not to pay you, and in most cases, he can justify himself for not doing it.”
8. “It is human nature not to like perfection, and most of us, if brought face to face with that model of behavior, Mr. Turveydrop… would sympathize with the delightful old lady who looked at him in the full flower of his glory and cried viciously (but under her breath) ‘I could bite you!'”
9. “The most fatal disease that can overtake a stenographer (or any one else) is the habit of slavishly following a routine.”
10. “If all the men in the world were put on one side of a scale and all the women on the other, the scale would probably stand perfectly still.”

About the Author

The author is listed as Nella Braddy, although a transcriber’s note mentions that the Library of Congress credits Nella Henney. The book was copyrighted in 1922 and is drawn from material “graciously furnished” by various business organizations and individuals. The work is “RESPECTFULLY INSCRIBED… TO THREE BUSINESS MEN”. The sources provide limited biographical information regarding the author; details concerning her personal life or other published works are not present in the provided excerpts.

How to Get the Most from the Books

Focus on cultivating character and common sense, viewing courtesy as fundamental rather than superficial rules, and applying the Golden Rule daily in all professional interactions.

Conclusion

The Book of Business Etiquette serves as a guide for elevating professional standards in the early 20th century, firmly establishing courtesy as a profitable necessity that must stem from integrity. It covers practical applications in customer relations, staff management, communication, and social engagements, stressing that the Golden Rule remains the highest principle. The book concludes that true success hinges upon justice, kindness, and competence, urging professionals to prioritize excellent work and self-respect over superficial appearance or seeking special privilege.