While on vacation last week in my beloved Cape May, New Jersey, the shops along the Washington Mall hosted three days of sidewalk sales. It’s an annual event to help shops clear out inventory at the end of the summer season.
Shoppers were happy. It was a beautiful morning in the little beachside community; a great day for a morning stroll on the mall. The sales were terrific; great bargains could be found all along the way. I imagine the shop owners were happy as inventory moved out and cash came in.
There was one sales person, however, who stood out from the crowd.
She monitored the outdoor tables to refold shirts that customers had handled. When asked a question she spoke curtly, sometimes just motioning with her head toward the inside of the store. She literally grunted when she bent over to pull more inventory out from under the tables. It was easy to see that she was not happy about the busy-ness the sales brought.
As I stepped up to pay for my purchase, this sales person was having a conversation with the person behind the counter.
“I HATE this weekend!”
Another customer and I exchanged looks.
“I REALLY hate this weekend!”
I don’t know exactly what her gripe was. Was it because she had to work a little harder than normal? Does she dislike the crowds? Did she not want to be outdoors? Whatever it was, her negative reaction to the added stress was obvious to everyone around her. And, unfortunately, that was mostly potential customers.
How do your employees react during times of high stress?
Do they understand the impact of the current activity? Have you explained the why?
Do they see the light at the end of the proverbial tunnel? Have you shared a recovery plan or target end date?
Do you express understanding and appreciation for their efforts? An attaboy goes a long, long way.
Are they substituting customer disservice for usual great service? This may have long term ramifications to the team and the business.
Observe your team members carefully.
It can be great news when a business is busy. It can also be a disaster if your employees choose to react negatively during these stressful times.
Related reading:
The Customer Code of Ethics: The 7 Beliefs Of A Great Service Attitude published on Forbes.com
Ways in Which Emotions Negatively Impact Customer Service published on Chron.com (The Houston Chronicle)
