THERE IS A HELL! - - - IT IS CALLED RETAIL RETAIL – DEAD END CAREER? | Page 16
RETAIL – DEAD END CAREER?
Don’t talk to customers’ backs. Either get in front of them so they know who’s talking
to them or shut up. No customer wants to try to figure out where a phantom voice
came from.
Don’t thank customers as they are opening the door to leave if you never spoke to
them after they arrived.
Don’t hide behind the counter. It’s not a castle - customers shouldn’t have to come to
you, you should go to them.
Don’t stock when any customer is in the store. That’s not customer service, its
stocking. But then in many stores this is an impossible task, because management
have minimized the floor staff, all other services are assigned to stocking merchandize
on the shelves. Amen, we, the shop assistant has to live with it!!!!
Just because we don’t have an item, don’t dismiss a customer. If you are in a mall, be
prepared to give directions when people ask if you know where they might buy a
particular item. No one wants to hear, “I don’t know.” Try.
Don’t call other stores to see how busy they are. No time. No need. Nothing to help
you achieve your goal.
And for the Store Manager or supervisor:-
Don’t look at your employees as serfs. Chronic shortstaffing, distracted, nickel Napoleon managers - make
it nearly impossible to give good service. Treat your
staff with respect, i.e. how you would like them to
treat others. Bring out the best in them so they can
give great customer service to your customers.
Yes I prefer to be optimistic most of the time but
some people can process the “Don’ts” better than the
“Do’s.” What did I miss? Which is most important?
If the employees and leaders of your organization are constantly excusing themselves and
pointing at others for their failures, is a red flag. You must improve your employee's
accountability.
When our team or managers use others to cover up the mistakes, or we do not assume our
failures, the company loses valuable time that could be used to fix the problem looking for a
culprit. This behaviour occurs because for many organizations, it seems more important to
find someone to blame that the problem itself. Which is ironic?
Besides it encourages finger pointing within the company, making employees risk averse.
Therefore, it decreases the innovation and creativity of the organization. On the other hand,
when supportive employers and team leaders are able to hold their team accountable for
what they do, the result is often a committed team that leaders can rely on.
The phenomenon of employees and leaders who avoid responsibility is very common.
According to executives, managers, and employees 43% of organizations believe that
between 20 and 50% of their employees avoid the responsibility of their roles, and 11% say
more than 50% does it. However, the most alarming of the results from various surveys is
that employees shrink the responsibility of their job despite understanding the overall picture
and how their job contributes to the success of the company. They know that ducking
dodie ste®eo p®odu©tion ™
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