GREAT LEADERS DO THE RIGHT THING.
Poor leaders not only DON’T do the right thing, the teach and reinforce doing the wrong thing.
Customer service is a critical skill, especially in retail where every day is a new handful of customers. Generally speaking this includes honesty, integrity and character. Fair pricing, consistent treatment and a willingness to admit wrong.
Recently I had what I can describe as a less than pleasant and surprisingly poor representation of these qualities. Not only from the first line clerk but from the entire “chain of command” did I receive lies, threats, dishonest negotiation and an utter lack of concern for DOING THE RIGHT THING.
Sadly, I am convinced, all of the tactics they tried to used would have worked on 70% or greater of their normal client base. Playing on the ignorance or unawareness of your customers IS NOT GOOD LEADERSHIP to train your staff and it’s pitiful customer service.
Watch the video if you want to know the story.
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