It’s unfortunate but true. Many gift shop owners and managers are victims of “microwave thinking.” They think they can quickly fix employees who aren’t treating customers as courteously as they should by having them attend a one-hour webinar or having them read a book.
These owners and managers think that this token attempt will solve their problem, but they are wrong. They fail to recognize that perhaps the source of the bad behavior stems from what they are observing in their management.
A gift shop owner or manager who treats an employee or customer gruffly is inadvertently teaching employees how to behave.
So why do they persist in treating team members and customers who visit their shop carelessly? Often, this person may not even realize they are doing it. And who’s going to tell them?
The employee would rather say nothing and quietly look for another job. The customer would rather shop elsewhere than have a confrontation.
But, unfortunately for that boss or manager, employees and customers who are treated poorly won’t have any problem telling as many other people as possible about the not-so-nice person who runs the gift shop where thy used to work or shop.
There are occassions when a customer will challenge the owner or manager. An employee, similarly, might share their disapproval of the treatment they received when they turn in their resignation. Sadly, the owner or manager might not realize they were the ones that were in the wrong. They’ll simply blame the customers or employees for being the difficult ones.
The person in charge may deep down be a very sensitive individual who has merely developed a hard-shell personality to serve as a shield against those who don’t share the same viewpoint.
Often, when one of these “rough, tough” business owners or managers are verbally attacked by an employee, they’ll turn around and behave like a frightened or immature child. As the old saying goes, “Pull on the bully’s beard and many times you will see that it comes off in your hand.”
There will always be store owners and managers who need help in dealing more professionally with their employees and customers. Until they work on changing their own behavior, they will continue to reap the just and fitting “rewards.”
Smart business owners and managers recognize that if they expect courteous service from their employees, they themselves will need to consistently set the example. They can accomlish this by reading the right books or attending the right training programs. They don’t simply look for the quick fix, but they invest in developing skills for themselves and passing them on to their employees.
When I coach business owners and managers, it is always a pleasure when that moment arrives and a person’s eyes light up. They are hit by an insight that allows them to begin new ways of leading by their own example.
It is easy to get caught up in the day-to-day stresses of running a store, but it is important not to take it out on those around you. Be mindful of your treatment of others and watch how your customers and employees respond favorably.
