Making Connection

One of Us?

One of Margaret Thatcher's most famous quotes, spoken when considering the future of a rising young political star, was “Is he one of us?” It is a question that is asked, sometimes openly and sometimes not, throughout the course of daily business dealings in Britain. Though things have changed as a direct result of Thatcher's revolution to create open markets and a new class of entrepreneurs, British business is still dominated by people who speak with the right accent, know the right people, have the right skin color, went to the right schools (preferably Oxford or Cambridge ) and share the same right attitudes. (Often as not, “right” means both correct and conservative, with and without the capital C.)

However, those who fit the bill aren't always exempt from discrimination. The knock on them may be nothing more than that they “lifted themselves up by their own bootstraps,” instead of being born into an upper-class family with a long history of success and service to crown and country. “He's from up Norf,” with the emphasis on the satirical downmarket mis-pronunciation, or “She's an East End girl, of course, is a knowing way of saying that while someone may seem to be one of us, they never really can be.

All of this makes things particularly difficult for foreigners who wish to establish business connections. Needless to say, it helps if they speak English and understand Anglo-American accounting standards. On the positive side, these obstacles become smaller as a Briton recognizes an opportunity to make money.

Business Versus Personal Friendships

While establishing and cultivating working relationships, either friendly or formal, is not as important as in some other countries, the right connections do matter in Britain. Who you know can be more important than what you know. British businesspeople really do say, “Any friend of his is a friend of mine.”

At the same time, there is a definite distinction between business friendships and personal ones. Just because a business relationship involves considerable socializing, even between respective family members, it doesn't mean that the friendship extends beyond business matters. Anyone who makes that assumption (however unwittingly) before a Briton is ready risks damaging the business relationship.

The Non-English Advantage

Like most countries in the new global economy, Britain has become more transactional. In the past, companies remained loyal to longtime business associations, even if someone else offered a lower price or a better deal. But with today's emphasis on the bottom line, coupled with fierce worldwide competition in virtually all industries, old loyalties are likely to be tossed on the trash heap. Britons recognize their need for more information and more contacts — new business relationships, in other words. As a result, British business is becoming more open to foreign partnerships.

And, as is often the case in other cultures, the British aren't hampered by the biases that color their relationships with fellow Britons. In some ways, it's easier for them to do business with a French woman or a Texan wearing cowboy boots and a ten-gallon hat than it is with someone who attended a second-rate English private school.

The Proper Introduction

Many Britons, whether in a social or business setting, feel awkward speaking with someone to whom they haven't been formally introduced. This is especially true of older, more traditional managers and professionals. (And even if they are willing to stand and chat over drinks with a stranger, the chances are that it won't occur to them to introduce themselves to you.) Keep this in mind when wandering up to people and initiating a conversation. While such behavior is expected in some countries, some Brits may become cool and aloof, if not prickly and rude. If there's someone you wish to meet, find a third party to introduce you. As a last resort, introduce yourself — but with apologies for doing so, expressions about how much you admire the person, and explanations of how much you want to talk to him or her.

The Go-Between

The British have a long tradition of making introductions and finding partners, employees and employers for each other. It actually still happens sometimes in those musty old clubs where geezers — young and old — sit in overstuffed leather chairs reading the latest cricket scores while sipping gin and tonics. Introductions also take place in noisy after-work wine bars, in corporate dining rooms, at race tracks, on trading floors or over business lunches. From street-smart young hustlers, to well-educated, well-spoken, well-connected go-betweens, many Britons earn their living by facilitating these business connections and collecting a cut of the pie. As in other countries, they often prefer to be called “consultants.”

Written Introductions

The courtly, seemingly old-fashioned tradition known as “the written introduction” still has its place in Britain, particularly when dealing with old-line companies and long-established professionals (bankers, lawyers). Typically, a go-between would call and say, “I'm sending someone over whom I'd like you to meet. I'll send a letter of introduction.” The letter may come separately, or be hand-delivered by the introductee.

Many Britons consider written introductions quaint and would never expect or require one from another British person, much less from a foreigner. But many British managers and professionals like the idea, even if it is merely a formality. After all, quaintness and tradition may not be as revered as they once were, but they still carry some weight. Use your discretion. Some British managers may wonder why the introduction wasn't made in a personal phone call, in a fax or by e-mail.

A Note on British Telephones

Telephones are used more for arranging meetings than for conducting actual business.

When a British telephone rings, it's often a short double ring. When calling a British number, some foreigners get confused by the tones. A relatively long tone, followed by silence, then another relatively long tone, means the phone is ringing. A busy number will have a faster and more constant beep-beep-beep. Many phone numbers have a four-digit area code (for example, 0171 is for central London, 0181 for outlying London numbers), followed by a seven-digit number. Outlying rural areas may feature longer area codes or prefixes and shorter local numbers. (Note: When dialing the U.K. from another country, omit the first “0” in the area code.)

Pay phones are relatively hard to find in many areas. If you need to make lots of calls from the street, it might be wise to stop into a news agent's, pharmacy or candy store and buy a phone card. Many pay phones accept these cards but not money. The old-fashioned red telephone booths may be quaint, but they can also be maddening. In some, you dial the number, and then stand poised with your coins ready to slam into the appropriate slot. If you're not quick enough, you can hear the person on the other end saying, “Hello? Hello” just before you're disconnected. Try again. When you get through, explain that you're at a phone box. Everyone understands.