Many problems could be solved in the businesses of America if owners and managers took more time to sit down and explain exactly the job they want done and then have the new person explain that back to them.
It would be a inexpensive and easy fix to video it on a Flip camera and then email it to the new recruit.
My wife and I watched several episodes of the show Undercover Boss. In every showing there were employees that were doing things that the bosses did not want done. Also the opposite was true of them finding employees or managers not doing things they should do.
Many businesses in America have had a customer with a bad experience, go online and write a bad review. I have a very good recent example. My youngest son is 22, his girl friend and her dad bought a used Chrysler for her for $5000. They had it for 28 days and the seals went out of the transmission. An employee said they were not going to fix it because it was sold “as is”. They were devastated as you can imagine.
She wrote some very disparaging remarks on Facebook and then the next thing I knew, a few days later, the owner of the place where they bought it, said they would fix it. A few days later now I see they are driving it around.
They owner or manager needs to teach the employee how they should handle problems and solve problems. Some stores give the employee discretion of spending up to a certain amount; say like $200 in order to help solve a problem right then. Nordstrom does that.
“The difference between Nordstrom and many other organizations is that the Nordstrom sales ethic is inextricably linked with the desire to delight customers. Nordstrom employees reason that customers want nothing more than to buy Nordstrom’s merchandise. Why else would they come into the store? It is every employee’s job to make sure that customers are thrilled with their purchase choices and their shopping experience. That’s the reason the company’s return policy is so liberal, and why employees will go the extra mile – or 10 miles if necessary – to make sure that nothing stands in the way of the customers’ desire to come back and buy more.”
“Compare that approach with the dreary, gratuitous up-selling and cross-selling that consumers encounter so often at stores, restaurants, banks and car rental agencies. Does that waiter really care if you’re delighted with the supersized soda? Does the salesperson truly think you’ll be thrilled with the extended warranty? Does the car rental agent agonize over whether it’s in your best interest to purchase the full tank of gas? Probably not. But until they do, they will never be like Nordstrom.”
A willingness to trust employees. Nordstrom’s golden rule for employees is well-known: “Use good judgment in all situations”.
Go online and look at Yelp.com or any site that gives reviews. Business owners sit around in meetings all over the country trying to figure out how to get rid of those bad reviews. It is much less trouble, and costs thousands of dollars less, to train the employees how to handle a variety of difficult issues and give them the authority to take care of it, than it is to get rid of bad reviews. As ole Johnny Cash sang: “Bad news travels like wildfire Good news travels slow.”
It would be an easy thing to do, to explain problem solving better in the beginning, than to appease unhappy customers in the end.