Making It Even-Steven

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Allowing poor customer service is like burning soup, most of the time you have to throw out the entire pot to get a good bowl. Have you ever noticed that a good idea in the workplace eventually spreads to other employees? Before you know it, they all use the same practices and formulas for success.

On the other hand, have you ever noticed that a bad idea spreads even faster? Maybe one person finds a way to fly under the radar with a solitaire game or cell phone. Others will want to be able to have the same freedom and they’ll find a way too. Before too long, there’s a guard at the door looking out for the supervisor so he can warn his cohorts before they get caught instant messaging their friends.

This isn’t to say that these employees are bad. It’s human nature to want fairness. If Jack gets to play solitaire, then why can’t Jill? Even if she knows that it’s wrong at first, after a while she’ll think to herself, well he gets away with it, why can’t I?

Therefore, if Jack begins cutting corners with his customers and is short with them, Jill might catch on to that as well. If Jack hangs up the phone and begins complaining to Billy about the annoying woman who thought Jack should let her in her craft storage unit even though she hasn’t paid her bill in 2 years, that attitude is likely to hang around for several calls to come.

Left unattended, these employees will develop uncooperative attitudes and may even feel that they’re entitled to games and cell phones. What happens when you hire a new person? The coworkers influence them as well and good customer service has become a thing of the past.

Correcting widespread customer service or behavior issues is much harder than stopping it right where it started. That doesn’t mean you have to micromanage your employees. There are services such as secret shopping that will provide an unbiased opinion about what really goes on when the manager isn’t around. Secret shopping is not only a great way to monitor, but is a powerful training tool that will encourage good customer service and sales success.

Written by Sarah Little, TQA Account Executive

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Disclamer: This entry is intended to promote our partner StorageMart and some or all participants received compensation.