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Watch Me! The Customers Are.

Watch Me! The Customers Are.
by Kathie Sorensen of The Coffman Organization
“Watch Me!”

I looked up from loading my groceries on the belt and realized that the cashier was not addressing me or the other customers. She was talking to the assistant manager, who was looking a bit startled at her tone.

Making certain his eyes were on her, the cashier very slowly and deliberately walked around the check stand, behind the sacker, then bent over and looked at the bottom of an empty cart.

At this point, I am getting a bit annoyed. I am the actual “next-in-line-customer” and I’m in a hurry. The cashier is not acknowledging me at all.

The cashier is still looking at the manager:

“ There! That’s what I am supposed to do with every customer from now on. Every time. It’s not as if the lines are getting any shorter, for our customers, I can tell you that!”

The manager made a dismissive nod and scurried back to Customer Service.

The cashier turned to check me out and explained that the ”new” corporate policy required her to physically walk around her check stand to check each customer’s cart specifically. Management is concerned that items placed there are overlooked in the checkout process. As she explained:

“It hasn’t ever happened here in our store. Another store had a problem and now we’re stuck with this policy. The lines will get longer and there’s nothing we can do about it!”

Imagine that. My annoyance shifted. I no longer saw her as a person who didn’t care that I was waiting, but as one who cared deeply about how long I was waiting.

Employee Engagement is not a survey and a Customer Service Culture is not a course. It is a gut feeling about work.
Sometimes our most engaged team members can be outspoken and opinionated about the policies and practices which affect them and their customers. That’s the good news.

Managers often tell us it isn’t always easier to work with highly engaged people – but its always worth it!

Taking Action
Ask a top performing associate for their feedback about the practices on your team or between your team and others. If there was 1 thing that could be changed, what would they suggest? Ask how it would impact patients or customers.
Periodically review one practice or system in a staff meeting. Let your team know ahead of time which system will be discussed and ask someone on your team to lead the discussion on how it could be improved?
Make a point to “hear” complaints from the perspective of engagement. Is the complaint a function of the person’s desire to do a better job for the patient or customer?

If you would like to find out how we may be able to assist you in getting your staff more involved and productive around supporting your organization's mission via Employee Engagement and/or creating a culture of Customer Service Excellence please contact us at 212 362 5215 or e mail : info@communicationstrat.com

Communication Strategy is a New York City based consulting firm with affiliates across the United States. We assist our clients in such areas as Leadership and Organizational Development, Performance and Meeting Management along with Team Building , Employee Engagement and Customer Service Excellence.

Contact: David Hellman (info@communicationstrat.com)