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Four Traps that Catch Entrepreneurs
You have permission to publish this article electronically or in print as long as the resource box is included. Please notify me of publication by sending a website link or copy of your publication to claudette@metavoice.org. Word Count: 618 words,...
Get Off Your Butt and Out of the Rut
It's amazing to see so many people who are prepared to sacrifice their lives for the sake of their careers. I'm sure you know of someone like that. They get up at the crack of dawn, drag their weary bodies out of the house and head off for another...
Lokmangal Biofertilizers
After the introduction of chemical fertilizers in the last century, farmers were happy of getting increased yield in agriculture in the beginning. But slowly chemical fertilizers started displaying their ill-effects such as leaching out, and...
Managing Monsters in Meetings - Part 7, Personal Attacks
Personal attacks hurt people, mar communication, and end creativity. If they become part of a meeting's culture, they drive the participants into making safe and perhaps useless contributions. Approach 1: Speak to the group Set the stage for the...
‘Tis the Season for Toys: America’s Pop Culture Looks Toward Japan
(ARA) – The hustle and bustle of the holiday season has officially arrived. As Jack Frost begins to nip at your nose, you may find yourself overwhelmed by the variety of toys available for your little ones. In perusing toy shelves during holiday...
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This Job Would Be Great - Except For Those Damn Customers!
We all know customers are not always right – in fact – often they’re completely wrong. But if we allow our customers’ “shortcomings” to be the focus of our employees’ attentions we’re destined to fail.
The inclination to complain about a customer happens to all of us from time to time. After a customer irritates us in some way and eventually walks away or hangs up the phone, we immediately look for a nearby co-worker so we can share our negative experiences.
“Hey Bob. You won’t believe this jerk that was just on the phone…”
It becomes a bonding experience for co-workers, but unfortunately it alienates the customer. And when a frontline worker sees a manager dismissing a customer as “stupid” or an “idiot” it becomes clear to them that it’s okay to classify customers. Some customers are good and some are just plain dumb. They then feel that they have the ability to determine which customers are worth their time and which ones are not.
This can be a very destructive culture for a business.
So as a manager, you can’t allow your employees to see you disrespect
a customer in any way. As I have already mentioned customers can be wrong – and yes, sometimes even dumb. But that’s not our concern – at least not in this article. It’s your job as a manager to keep your employees focused on finding new ways to keep customers happy and to look for problem areas that upset customers so you can prevent problems in the future.
It’s no secret that you and your employees are going to have problem customers, but it’s your responsibility to keep your employees focused on the fact that they have a job for one and only one reason – to serve the customer. Without customers, no one has a job.
Keep employees focused on what’s important. The good news is that YOU are the one who decides what’s important.
About the Author
Scott Brown, is an insightful and entertaining speaker on management and customer service and creating a culture of service in organizations throughout the country. He is also the author of “Who Cares? Creating Service The Right Way – The Only Way.” You can subscribe to Scott’s FREE newsletter by visiting www.SBServicePro.com
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