I visited Starbucks today - the one where the guy who tells jokes works or used to work. I haven't seen him the last few times I've been in and I noticed that the atmosphere has changed. For example, I walk in today and the two girls behind the counter just stared at me without saying anything. When I was at the counter, the barista asks the girl in charge, "Can I go to the bathroom?"
I thought that odd to ask to go to the bathroom. Are we back in grade school? Somehow that tells me that the management style is just a bit off, don't you think?
The reason I bring this up is not to preach on management styles, but rather, to let you know that little things like this indirectly affects the level of customer service that employees provide. When there's even a tiny bit of resentment or animosity between coworkers, a dislike of management "rules", or simply just negative vibes in the air, it can be taken out on the customer. The mind is not focused on the customer, but is bombarded with thoughts of dislike and being uncomfortable.
What are you doing to eliminate these little things that affect customer service?
It's amazing how many business owners and managers just don't understand the principle behind employee generated great customer service. Little is done to promote this and even less is done in trainning, Good point Maria.
Posted by: Tim Whelan | June 26, 2006 8:28 PM | Permalink to Comment