February 5, 2014, Small business will not survive by delivering average customer service. I have been preaching this message for years. Here is an excellent insight on this subject and
It further validates the theory. http://www.businessnewsdaily.com/5775-better-customer-service.html
Last weekend, my wife and I visited the Bay (a local department store) where we were shopping for a sweater. While going through the numerous sweaters on the table, we noticed that a preferred item had a small hole in it. We finally chose an item and upon arriving at the cash register, she announced to the cashier, “I want to check that there are no defects, since one of the sweaters on the table has a hole in it”
Astonishingly, she did not move, did not comment, just very quietly took our money, put the sweater in the bag, thanked us, and we were walking away. I couldn’t stand it!
I very gently approached her and said, “are you not going to do something about that sweater with the hole in it? Her comment, “what do you want me to do?”
Please folks, if you have employees, please empower them to use common sense!
There is no easy way to de-hire an employee. It is often a traumatic scenario for both parties and is often avoided until the last minute usually to the detriment of both parties. Here are a few ideas on how to soften the blow and help smooth the exit http://www.inc.com/margaret-heffernan/fire-an-employee-nicely-heres-how.html?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+inc%2Fheadlines+%28Inc.com+Headlines%29
I do hope you have found this information helpful.
Cheers
Roy