What Too Many Managers Fear

What Too Many Managers and Employees Fear and 3 Steps to Deal with It

This all started with a lunch conversation with my darling daughter Caitlin.

She Manages a retail fashion store. It just happens to be the top performing store in the country.

She told me about a problem she was having.

I’ve heard this problem many times in many other organisations over the years.

Here is what I recommended she do.

It Wasn't Ghandi on Customer Service But the Message is Still Super Important

Wake Up Call
For Untrained Twits
Who Confuse Transactions with Customer Service.

Hi Fellow Business Growth Athlete,

I was having coffee this morning after swim training and my mate tells me the following tale of Twittism that riled me, stirred me up, got me to write this rant..

‘I was at xxxxx café down by the beach the other morning at about 5 to 7 looking for a coffee and breakfast and a catch up with friends.

(It’s one of our favourite places with a great view and in the past service has been pretty good. Either there is a new manager or they sound like they’re getting lazy… Taking their location as a guaranteed customer magnet instead of the overall friendly vibe I remember from last summer..)

My mate’s story continues…

‘I was 5 minutes or so early..

No other customers were there but there were two staff just hanging around.

So I go to the counter to put in my order..

One staff member says ‘we don’t open until 7…’

I go sit down and read the paper waiting for them to ‘open..’

The staff hang around doing nothing and talking to each other for another 10 minutes, by which time another 10 customers have arrived and now I’m in a queue.. he says..

I finally get coffee and breakfast at about 25 past 7..

As he said to me:

‘What is going through these people’s minds?’

‘Who trains them (or doesn’t train them..)?’

Customer Service Lesson #4: Why my Wife went from Shocked, Upset and Angry to Smiling, Raving Fan

Why Customer Service starts way after the Initial Purchase

Only two sleeps before Christmas..

The year has flown by.

The tree is up downstairs. Lights are on. Tinsel glittering as they change from red to blue to yellow..

Gift cards, Apple gift cards, Apple TV’s, books, makeup, clothing and other stuff lay wrapped around the tree ready to surprise and delight on Christmas morning.

I’ve been in and out of shops getting all sorts of variations in Customer Service.

Some surprise with their interest, friendliness and product knowledge (like at Specsavers and Apple) and some surprise with their lack of interest, friendliness and clear desire to do the bare minimum and collect their hourly rate (read large Department store I shall not name..)

Talking of Customer Service Surprise and Delight..

My darling wife’s car was broken into the other night…

Driver side window.. car unlocked.