You walk into a big box retailer. You ask an employee a question. He or she responds with some version of “I don’t know” (I’m not sure / I couldn’t tell you / I’m not from this department) and then stands there. Or worse…..the employee walks away.
Responses like that surely do not make a customer feel appreciated. It makes people not want to spend their money. Perhaps you feel that the company does not invest in training and development of its people? Or the employee has no pride in the company for which he or she represents? And even if the question was of minor importance or just curiosity don’t you still want/deserve an answer?
Recently while visiting a big box retailer I asked an employee a question about a particular line of available products. I got one of those “I don’t know” answers.
Isn’t the answer…………”I don’t know. Let me find out for you.”
Especially in these economic times.
Especially when you are not the only game in town – and your competition might even be located on the other side of the street?
Heck, just make up something that sounds good. At least I will feel that I mattered to you. Of course hopefully then you’ll go find out the answer so the next person who (and someone else will) asks that question gets the right answer.
These days companies need to be training people better and employees need to be interested in learning more about their employers to better serve and engage customers. Not to mention stay employed.
Or maybe Thinking Outside the (big) Box (retailer) might be a better approach?
RICH DIGIROLAMO works with organizations to create happier work environments, strengthen work teams, design new programs, and create better relationships with customers and peers. In his soon to be released book Diary of the Happiest Employee on Earth: 52 Provoking Thoughts for Creating a Great Workplace he talks about why it is important for every employee to understand as much of your business as possible.