When you are a small business owner that employees other people to run your business, you are essentially putting your name and reputation in their hands. How your employees interact with your customers will have a direct impact on whether or not you will have repeat customers or they will leave with a bitter taste in their mouth. Here are a couple of things you need to think about when it comes to your employees and your customers.
Positive Impression
Bill Bartmann's tip #1 for making sure your employees have the right impact on your customers is to work with them on a positive impression. Here are a couple of examples of the right and wrong impression to have.
There is a small privately run market that I frequent. Initially I went there just to see what they had to offer, but I keep going back for the employee impact. When you go to the deli counter, you will be approached by one of the always-positive employees who are ready to help you with a smile. Not only are they smiling, but they will do what they can to make you smile, including telling a corny joke or two. The attention put into making people happy while making their purchases has a great impact that I enjoy going back for. Their selection was good, but nothing I couldn't find at another store. But the service makes it worth going back time and time again.
Meanwhile, consider a restaurant I decided to try once that was new to my area. It seems they had hired a number of minimum wage high school students who were only working because they had to. When I asked questions they didn't have answers and acted like I was putting them out by making them find out. The service was far below any standards I would ever set for a restaurant and while the food was good, I will not be going back there again unless it's for take out.
Nothing is more important than making sure your employees are polite and welcoming to customers.
Full of Knowledge
Bill Bartmann's tip # 2 is you should make sure your employees are is full of knowledge. They don't have to be geniuses, but they do need to know the items in your store and a little about them. If you run a food establishment, you may want to have a night where all the employees get to have a taste testing of all the items on the menu. This way they know what all the foods taste like and will be able to give customers good advice when it comes time to take orders. For other industries, you need to make sure your customers know all about your products and can answer common questions customers are bound to ask.
Remember, your employees are your front line to the customers that you are trying to bring in and keep coming back. If they don't take good care of them, those potential customers will think ill of them, and you, since they are representing your company. It's pays to take the time to make sure your employees are putting forth a good impression.
Bill Bartmann is a nationally acclaimed business coach and founder of the Billionaire Business System, a series of books and seminars that teach you what you need to know running a business. Bill Bartmann has provided real business guidance to thousands of entrepreneurs to help them succeed in business, even during tough economic times. Visit Bill Bartmann's website http://www.billionaireu.com to learn more about the course.
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