Meanwhile every passenger has to listen to their private conversations, whether they want to or not.
To top off the indiscretion list, far too many employees inadvertently tell customers more than they want to hear. For example, when a customer asks a front line employee,“ How are you?”, they really don’ t want to hear complaints. It’ s just a greeting. Yet some employees take this as an excuse to complain. In other words, the employee will be happy as soon as he or she can get away from their job and us— the customers. All of these indiscretions make customers wish they were dealing with professionals.
There Is Hope
Awareness of these problems is half the battle. A lot of employees simply don’ t realize they’ re committing these offenses. Another part of the solution is training. Bringing in a professional trainer to address the employees as a group provides the advantage of third-party objectivity in a fun, non-threatening manner. One thing is clear though, if you do nothing about these issues, your business will continue to suffer without anyone else telling you why.
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Jeff Mowatt
Jeff Mowatt is a Hall of Fame business speaker and author of the bestselling business book, Influence With Ease. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www. jeffmowatt. com.