One would think that in a candy store it would be difficult to make people unhappy, but wonderful chocolate cannot compensate for the frustration of being abused by an employee.
I learned about this the hard way during our family’s first meeting after the blockade. I took my son and his grandparents to the candy store, and we were looking forward to a fun day together – but while walking around the store, one of us accidentally sent an improperly sealed ice cream container to the floor.
Ideally, a positive employee would quickly say something like, “Oh! Don’t worry, I’ll do it. ” We would buy a bunch of sweets, leave a healthy tip and head home to post a vivid review online.
However, what actually happened was that the employee cut off: “If you break it, you will buy it.” Our appetites disappeared, and after willingly paying $ 11 for “damages” – much less than we were going to spend on treats! We left without going back.
It is tempting to blame our frustrating experience of one grumpy employee, but the real culprit was poor training – and this is the result of poor leadership. Prudence is a skill that can be taught, not a personality trait, and with the right approach, business owners can turn any employee – even with the rough side – into a customer service guru.
Invest in your employees
The candy store owner seems to have missed an important retail concept: employees who interact with customers play a key role in creating satisfaction and customer satisfaction, which increases profits. On the other hand, frustrating customers means losing their trust and wasting both current and future revenue opportunities.
There are many reasons why retailers left their jobs during The Great resignation. At the top of the list is the desire for better pay and assistance, career opportunities and escape from boredom and burnout.
Employers who are already trying to work in the dark may find that they have to pay more to hire new employees than they pay their existing employees. This awareness should be a wake-up call. The fact is that many businesses already have the makings of a better team in their current workforce – and it is more financially and business wise to invest in them and teach them excellence than paying a bonus to new employees.
Businesses need to nurture the potential of their existing employees and then reconcile their pay with increasing their value, instead of offering higher salaries to newcomers who know nothing about the business. If done right, this approach can increase employee engagement and strengthen content by giving your best team members a sense of their worth and a clear path to advancement.
Effective training allows employees to learn about products and develop their talents – including customer interaction skills – in a format that doesn’t send their metrics of boredom into the “I quit” zone. Perhaps boredom is not the root all evil, but it is a contender. Proper training replaces the threat of boredom with the attractiveness of participation.
To keep everyone interested, training must be personalized to suit individual needs and ensure that employees do not spend valuable time learning things they already know. Then the question arises: do they really know what they think they know?
False confidence is a real problem for retailers. An employee who admits ignorance may not impress a client on the knowledge front, but he can be trusted for honesty. On the other hand, an employee who provides inaccurate information with obvious conviction may win the sale but eventually lose the customer if the truth is revealed.
This is why the best training programs use confidence-based assessments to tailor training programs to the individual needs of employees. Measuring the knowledge of both listeners and their confidence in their knowledge, these programs help employees identify gaps in knowledge and understand that they are inadvertently working with incorrect “facts”.
This process is very interesting for the participants because everyone wants to know more about themselves. By designing training as a way to self-knowledge, you can make employees invest more in their success – and ultimately more capable and confident.
Giving employees more confidence can change an employee’s thinking from a passive dependence on arbitrary rules (“You break it, you buy”) to actively considering what approach to interacting with customers is best (“Sorry for the faulty packaging, I will accept take care of it ”). An employee who knows the importance of respect for customers is an employee who will keep customers happy, win their trust and increase sales in the long run.
Do the math
In addition to increasing profits, quality interaction with customers there is another advantage: they make employees feel good. Employees who end their shift with a smile are more likely to feel that they have invested in business success and are looking for a promotion than looking for a job elsewhere.
Although I didn’t create a scene when faced with the rudeness of a candy store employee, many fuses are shorter. Abrasive, rule-oriented approaches to customer service can cause confrontations that demoralize both employees and customers. Among other things, workers who regularly encounter dissatisfied customers are more likely to look for a new job.
It’s important to think about all of these factors when considering the value of an effective training program – or the cost of inadequate customer service. Every poorly handled interaction leaves both customers and employees with a sour taste in their mouth, and the cost of that interaction increases.
In my case, I posted a negative review on Google about the candy, hoping to give the owner a taste of the actual cost of breaking down the user experience.
Further breakdown was:
- Decreased income because I spent less than planned.
- Loss of future sales because I won’t be back.
- Missed opportunity for profitable word of mouth.
- My negative feedback, which was read by over 600 potential customers.
All of these losses were due to the fact that one employee did not prioritize the experience of working with customers, as well as due to the non-recognition of the store owner the importance of proper training. After all, with proper training, this employee could view a minor spill (it was their fault) as an opportunity to strengthen customer relationships and keep the atmosphere in the store intact.
Nowadays, there are fewer and fewer buyers who want to dare to go shopping, and those who are looking for great products – and a positive experience. It is also difficult to find good employees and they are increasingly choosing to work in places where their satisfaction is as important as customer satisfaction.
These two trends are the opposite of one medal. To succeed in this new environment, retailers of all kinds need to recognize this fact – and invest in quality training that simultaneously engages employees and enables them to create a great experience for customers.