Kyle just plain didn’t get it.
Renee and I were shopping at one of those big-box lumber, garden equipment and hardware stores in Des Moines last week. While there we stopped at the appropriate counter to have some keys made for a new door that will soon be installed at our home.
No one was at the counter so I dutifully pressed the button which would presumably send a helpful associate scurrying toward us to happily serve our needs.
After ten minutes we were prepared to depart when Kyle (as indicated by the name on his shirt) showed up looking a bit disgruntled that we had somehow ruined his day.
"Yeah?" he asked.
"Need some keys made. Can you help us out?"
"A bit understaffed today, Kyle?"
"Nope. It’s either feast or famine. Sometimes I’m getting some real work done and then a customer comes along!"
"Uh, Kyle? Aren’t customers the point of you being here?"
Young Kyle either shares my hearing loss or chose to ignore the question (my money’s on the latter). Obviously, he had been out on vacation the day his supervisors taught the class on treating customers like gold because they have all sorts of choices in where to shop.
To his credit, he did make the keys. Well, sort of. It turned out that he could only make two since the blanks for what we needed had run out.
I thanked Kyle for his work and promised to return to get the rest of them made. My only hope is that when we go back to spend our hard-earned money at his place of employment we don’t interrupt his real work. After all, customers can be such a nuisance.
As an entrepreneur—I’d bet my bottom dollar that you treasure every customer, client or prospect who walks in your shop or calls you. But what about your employees? Do you have a Kyle on staff who doesn’t quite get it?
Rather than take that risk, I recommend that you have a friend from out-of-town be a mystery shopper and report back to you about the treatment he/she receives. Hopefully, you will be pleasantly surprised with the results of the experiment. But if not, what better way to find out? It will give you an opportunity to do some employee coaching on who really is responsible for his/her paycheck!
Bill Sheridan—"Sheridan Writes" Bio under Guest Authors
Bill Sheridan—"Sheridan Writes"
Bio under Guest Authors
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