When you’ve been around the block more than a few times, you start to question some things about the people you deal with. None of what you’ll read here is particularly mind blowing. You’ll likely skim this and say, “Duh, Amy.” But it’s shocking to me how many times we encounter people who aren’t doing these simple things that can, well, easily affect your bottom line and pocket book.
Warning: Some of these things may describe you. Some may describe your employees and some may be the person at the store where you just shopped or the restaurant where you just enjoyed lunch.
Do what you say you are going to do. And do it when you say you are going to do it. This is a HUGE customer service issue. Please follow through; it builds trust and loyalty.
Show up on time. Seriously, if you’re on time, you’re late. That 9:00 meeting really does start at 9:00. And no, we don’t give you a pass because that’s just how you are. We all talk about you when you’re late and we don’t like it. It’s rude and self-centered. Show up or show yourself the door.
Bring a good attitude. When you’re on the clock, play nicely with others or expect to be temporary. Be grateful and try to be happy, because then you will start to be.
Do the right thing for the client. Even if it isn’t your job. Dude – empower yourself and don’t pass off the problem. Unless it’s defusing a bomb. Then pass that off to the bomb squad. I’m not stupid…
Don’t lie. Lying is the deal breaker for me. You might get one chance, but that’s it. After that, people have you figured out and it will take forever to earn that trust back again. The truth is always the right way to go even if they aren’t going to like it. They are going to like that lie a whole lot less once the truth comes out. I promise it will cost you business.
Ask if you don’t know the answer. Don’t make up an answer. Nobody expects you to know everything. This crops up with new workers. I remember that feeling – you hate to keep asking people how to do things. But that’s just normal and we know you don’t know how to do everything. Of course, this points to a need for better on-boarding of new employees. Maybe you need an operations manual or a set of documented processes to follow.
If any of these are showing up in your people, it might be time for some strategy planning or training. Else, you might start losing customers and hurting company morale.