As a Small Business owner, communicating, no, or telling a customer what you know they…
One Process That Will Remove Bad Attitudes From Your Team
A bad attitude is like a flat tyre; you’re not going anywhere until it’s changed.
In your business, this, of course, applies to everyone but particularly those who work directly with your customers. Your business is bogged or worse still, rolling backwards if it has any bad attitudes.
Customers of every business, like to do business with people they like and once they sense a bad attitude, that is when they start to complain and start checking out your competition. The number one reason businesses call me for help is when a staff member is behaving less than positive, and the call often goes something like this:
“Hi Cate, I have this employee who is really good at the tasks of their role, but they are causing problems. They are not very friendly/engaging/positive/happy when they interact with other staff and customers. I think they need training on how to be positive.”
There are many solutions to this problem, and it can take time to address as it depends on how long this behaviour has been ignored/allowed, the underlying reason for the behaviour and the willingness for the employee to adjust.
How can you help your team remain positive, and service excellence focused all day, every day?
I recommend embedding this process into your business ASAP:
Regular (at least quarterly) service excellence conversations.
These can be one to one or individual conversations you have with your staff. They are conversations that are specifically related to their service skills, knowledge, attitude and needs. They don’t need to be lengthy chats, even 15 minutes is enough, but you may find when you first have the chat, you learn more than you expected.
If you’ve never conducted a service excellence conversation before, these four questions are great to include:
1. When do you find it difficult to provide excellent service to customers?
Allowing staff to confirm challenging areas or times, confirms you don’t expect perfection, you value honesty and you aim to support.
2. Where do you think our customers would like us to improve?
Although this is the employee’s perception only, this question encourages them to engage their empathy and think like the customers.
3. Why do you think we have a strong focus on service excellence?
A good way to confirm if employees not only understand that your business has competition but that they also are familiar with and value your customer service standards.
4. How can I/we help you, help our customers?
Simple but very effective in generating new ideas and confirming how much your business values your customers and your staff.
When we ignore bad customer service attitudes, they can quickly become a big problem and any time or money you have spent on marketing your products and services is wasted.
Start having service excellence conversations today and maybe suggest to your team that they read Chapter A, A is for Attitude, of my book which is available to download for free.
“The opinions expressed by Smallville Contributors are their own, not those of www.smallville.com.au"
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