3:28 AM
gemy
Earlier this month a fed up & stressed out air steward ranted at passengers for not doing as they were told, opened the door of the plane & used the emergency slide to get off the plane. He'd had & this was his way of telling his boss.
Apparently, the passengers did something that's upsetting to most cabin crew (taking seatbelts off & standing up as soon as the plane lands & removing luggage from the overhead lockers etc), but usually they deal with it in a polite & professional manner. The worker in query probably handled this type of issue in the usual manner on a traditional day, but on this particular day, they snapped. was for him, so they quit his job in the most dramatic way feasible.
Every time an worker chooses not to help a customer, it's your name that suffers. Every time they give the customer an unfriendly attitude, it's your bottom line that will feel the pinch.
they may be the exception to the rule, but every day, employees everywhere are having a bad day & giving YOUR business a bad name.
But your staff are individuals, they occasionally have a bad day, they get stressed & if they work with the general public, there is always the chance for them to take it out on the customers. Your customers. So what are you able to do to make certain that this is not happening in your business?
you are able to probably think of lots of examples when this has been the case for you when you are a customer. Have you ever been served by an unfriendly shop assistant & it's put you off that particular store? Have you ever had a customer support query that hasn't been handled effectively (or even worse, they have mysteriously hung up on you after you describe in great detail what your query is) & you have vowed seldom to make use of that company again?
Here are a few simple tips;
1) Make certain that your employees know that you will not tolerate a bad attitude towards the customers (by electronic mail, over the phone or in person). Encourage nice customer relations & excellent customer support. keep in mind - no customers means no job!
3) Take care of your staff. No matter how lots of staff you have, they are more than an worker. they may be going through a hard private life such as a divorce, a disease, money issues or juggling work & relatives commitments can add it's own specific stress to lots of working parents. The best way to find out what is causing your staff to be unhelpful or stressed is to ask them & LISTEN. lots of bosses who ask for feedback from their staff, seldom actually listen to the answers.
2) Reward nice customer support. Single out employees that go the additional mile for your customers. Pass on any nice feedback you get from your clients to your staff. Consider a bonus method that will show staff that you value them.
But most importantly, having a chance to socialise along with your colleagues & staff, without speaking about work issues, is a great way to build morale in a team.
4) Give your staff the chance to socialise. Encourage working lunches (just occasionally proving some nice sandwiches & drinks in your normal working surroundings would be appreciated by your staff). Use the chance to sit & talk to colleagues in a non-working capacity. Alternatively, if your staff are young or do not have families, they may even appreciate an organised 'works night out' every once in some time. You don't must pay for the whole evening; this doesn't must mean great expense for you, perhaps a round of drinks as a thank you to your staff.
Keep your staff happy & they will keep your customers happy.
Lastly, don't forget to listen. I realise that this has already been said earlier in the article, but in the event you are a typical boss it's highly likely that you didn't listen!
Mel Trudgett is a self development coach & the owner of Healing That Feeling.
For more tips about overcoming stress & negative emotions, visit http://www.healingthatfeeling.com & receive a free 7 day mini coursework.
Her unique 7 step programme has helped professional ladies from all over the world to overcome their negative emotions, including extreme stress, & helped them to accomplish their large goals.
Apparently, the passengers did something that's upsetting to most cabin crew (taking seatbelts off & standing up as soon as the plane lands & removing luggage from the overhead lockers etc), but usually they deal with it in a polite & professional manner. The worker in query probably handled this type of issue in the usual manner on a traditional day, but on this particular day, they snapped. was for him, so they quit his job in the most dramatic way feasible.
Every time an worker chooses not to help a customer, it's your name that suffers. Every time they give the customer an unfriendly attitude, it's your bottom line that will feel the pinch.
they may be the exception to the rule, but every day, employees everywhere are having a bad day & giving YOUR business a bad name.
But your staff are individuals, they occasionally have a bad day, they get stressed & if they work with the general public, there is always the chance for them to take it out on the customers. Your customers. So what are you able to do to make certain that this is not happening in your business?
you are able to probably think of lots of examples when this has been the case for you when you are a customer. Have you ever been served by an unfriendly shop assistant & it's put you off that particular store? Have you ever had a customer support query that hasn't been handled effectively (or even worse, they have mysteriously hung up on you after you describe in great detail what your query is) & you have vowed seldom to make use of that company again?
Here are a few simple tips;
1) Make certain that your employees know that you will not tolerate a bad attitude towards the customers (by electronic mail, over the phone or in person). Encourage nice customer relations & excellent customer support. keep in mind - no customers means no job!
3) Take care of your staff. No matter how lots of staff you have, they are more than an worker. they may be going through a hard private life such as a divorce, a disease, money issues or juggling work & relatives commitments can add it's own specific stress to lots of working parents. The best way to find out what is causing your staff to be unhelpful or stressed is to ask them & LISTEN. lots of bosses who ask for feedback from their staff, seldom actually listen to the answers.
2) Reward nice customer support. Single out employees that go the additional mile for your customers. Pass on any nice feedback you get from your clients to your staff. Consider a bonus method that will show staff that you value them.
But most importantly, having a chance to socialise along with your colleagues & staff, without speaking about work issues, is a great way to build morale in a team.
4) Give your staff the chance to socialise. Encourage working lunches (just occasionally proving some nice sandwiches & drinks in your normal working surroundings would be appreciated by your staff). Use the chance to sit & talk to colleagues in a non-working capacity. Alternatively, if your staff are young or do not have families, they may even appreciate an organised 'works night out' every once in some time. You don't must pay for the whole evening; this doesn't must mean great expense for you, perhaps a round of drinks as a thank you to your staff.
Keep your staff happy & they will keep your customers happy.
Lastly, don't forget to listen. I realise that this has already been said earlier in the article, but in the event you are a typical boss it's highly likely that you didn't listen!
Mel Trudgett is a self development coach & the owner of Healing That Feeling.
For more tips about overcoming stress & negative emotions, visit http://www.healingthatfeeling.com & receive a free 7 day mini coursework.
Her unique 7 step programme has helped professional ladies from all over the world to overcome their negative emotions, including extreme stress, & helped them to accomplish their large goals.
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