As we have now moved into the reality of the New Year and uncertainty in the economy, I find that with all the “panic” there are still service oriented businesses neglecting one thing. Customer Service.
For those of us who own businesses that rely on customers (which is pretty much all of us), now is NOT the time to treat your customers as if they are bothering us.
I say this with great distain for those businesses (public and private) that do not take the time to re-train employees in how important each and every ONE customer is to our business.
Yes, ladies and gentlemen in these tough times there are still businesses out there that really don’t care if you walk into their business or not.
Well, at least that’s what it feels like via poorly trained employees that seem frustrated to serve you or those employees who seem to “cool” to acknowledge you would like service.
It’s as if employees despise being at work and we (customers) are a distraction to them just hanging out, getting paid.
In my continued work toward my Ph.D. and researching organizational failures, I have the luxury of studying this dynamic within businesses to realize that in these tough, uncertain times, we cannot afford to lose customers.
We have to re-train our employees, our managers; ourselves to make sure we provide the service required by our consumers.
We cannot blame business failures on the economy. That issue will not be relevant soon, where we must re-train our employees to do the best they can to keep that customer coming back for more.