One sales person slammed the door in my face, another texted while I was standing in front of her and the last said something I couldn’t believe…..
Maybe it was the full moon but somehow I’d hit a tri-fecta of unacceptable employee behavior…unacceptable at least to me – the customer.
Three New York City stores: Bergdorf Goodman, Tourneau and Home Depot – fashion, time pieces and hardware.
Three employees: with behavior ranging from a reflection of our “whatever” popular culture where “anything goes” to the “I can’t believe she said that in front of me!”.
These behaviors cost those stores money – and while I don’t have a crystal ball, ultimately they’ll result in the loss of jobs if those behaviors continue.
So what’s all the fuss about and why should I care? The fuss is about how bad employee behaviors can sabotage a brand that others have worked so hard to build. And it can happen faster than you can say jack rabbit!
Why do I care about this? I care because no brand is bullet proof from this insidious form of behavior – and that includes my clients’ salons.
OK, I admit incidents like I experienced are more the exception than the rule –
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but it seems to be happening more than ever before.
Wouldn’t you think just the opposite would be going on today – when our economy’s sluggish (at best), the unemployment numbers haven’t come down, and more owners realizing that great customer service is a key to business success (the only problem is they just don’t really know how to get their employees to do what they want them to do – what they know should be done)
So I challenge you to re-evaluate your customer service standards. Are they clear? Do your employees understand your expectations? And are there consequences when your employees treat your clients shabbily – and in the process drag your name through the mud and take money out of your pocket?
My latest e-zine has been sent out. I highly recommend reading the feature article “The 7 Step System for Increasing Prices & Keeping Your Clients Happy”. If you’re not on the list you can sign up here.