“I hate management!”
That was how the pharmacist at our local CVS greeted us.
This person could have been your employee greeting your most valuable customer.
You’d have to be pretty angry at the leadership in your organization to greet a customer like this, and he was.
The pharmacist told us how greatly understaffed the pharmacy was, which we could see with our own eyes—one pharmacist and one technician on a Saturday afternoon. I told him we understood, as we’ve been reading about the shortage of pharmacists. He went on to explain this wasn’t why they were understaffed.
I could go on with more details as to why he hated management, but I won’t.
The point is that this front-facing employee is speaking negatively about his company to paying customers. You have to wonder how many other workers are doing the same.
These days, when I’m interacting with an employee, my expectations are low. I know many of these people work in environments where management could care less about them. But that still doesn’t change how I feel when I hang up the phone or walk out the door.
I’ve changed service providers based on a single interaction that I’ve had with an employee, and I’m guessing you’ve done the same. Then again, I’ve referred a ton of business to companies with terrific service.
Consider this the next time you decide to invest hundreds of thousands of dollars in advertising and nothing on staff. Or you tell a manager asking for a coach that there’s no money in the budget for their development.
My mentor, Alan Weiss always says that money is a priority. People choose to spend money on things they view as important.
So, the next time someone comes to you with a request for more staff or resources to improve their management skills, think twice before turning down their request. The last thing you want is for your employees to tell customers like me, how much they hate management, and for customers like me to take my business elsewhere.
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