I’m not going there. I hate going there. I’m not going there. I hate going there.
There’s a local pet supply house nearby. And by now you know I hate going there. And lately I’ve been finding myself driving 15 minutes further to avoid this place.
The Customer Experience is miserable. Plain and simple.
- Employees don’t smile.
- Employees grunt hello.
- They promise to order things for you; don’t; and then blame it on others.
- At times three employees will be sitting behind the counter staring down – at their phones. No interaction with customers.
- They don’t know their products. So when you ask questions you get answers that may or may not be correct. I’m leaning towards not most of the time.
Do I need to continue the list?
So where’s the business owner? What is he or she doing or not doing to create such a lousy employee experience? What is he/she doing to get the employees excited about their products, their services and what they have to offer? For starters, let them bring their dogs to work. It might liven up the place.
Product knowledge is critical to a great employee experience. Spend some time regularly engaging your staff in product knowledge; letting them play, touch, feel and maybe even fetch one or two.
Suggestion: Get a toy box. Fill it with some of your products. Let people play with them at work or take them home.
Result: Watch your sales, registrations, enrollments or whatever you’re offering soar!