Do Your Employees Have Common Sense?

I used to love shopping however it’s not fun anymore.  Lately I have to brace myself to go face to face with the inevitable “clerk” who will summon me to the register with a loud, “NEXT” as a greeting.  They will be ringing up my purchase acting as invisible as possible with a nonverbal message that screams “Don’t ask me anything because I probably don’t know.”  It amazes me how much our work ethic has changed.  I know I am not alone wishing we could somehow turn back the clock to the time when we were happy to have a job, honored to wear the company logo and step into our role and enjoyed making our customers happy! I used to think everyone had common sense.   When I was little I thought it was practically a Federal Law that every family have dinner together.  When it got dark outside (or at 6:00, whichever came first) every kid in our neighborhood stopped what they were doing and headed for the dinner table.  And if we were late, panic set in.  Why?  Because we knew if we got in … [Read more...]

Empower Your Team

My favorite Murphy’s Law is, “Why is there never enough time to do it right but always enough time to do it over?”  Good question. Here’s a fairly common example; a “loader” takes a cart out to unload plant material and hard goods into a customer’s car and they forget to bring a trunk liner or boxes to hold the products in place.  Dirt is spilled everywhere and the clean up takes several minutes.  This inconveniences the customer who is watching the whole scene.  Doing things over costs money on many levels.  Another example is the cashier who has to get authorization to perform an even exchange when no manager is available on the property to sign.  The whole line is held up, radio paging goes rampant and the customers are staring at the cashier with disdain in their eyes.  You may have fewer customers during summer, however they expect your staff to be prepared, informed and confident. How many of your hours are spent answering questions that the front line associates should know?  … [Read more...]