Leadership, Sales & Customer Service Training | Consulting | Coaching
  • Home
  • About
  • Training
  • Coaching
  • Consulting
  • DISC PROFILE
  • Contact
  • Blog

Blog.

View my profile on LinkedIn

you catch more flies with honey

23/4/2020

Comments

 
Picture

​Staff in supermarkets have been in the line of fire ever since the Coronavirus panic buying began.  We are regularly hearing stories of customers treating store staff poorly, blaming them for empty shelves and new social distancing rules staff are responsible for enforcing in the store.

Having had a long history in retail and understanding how challenging some customers can be at the best of times, during my recent trip to the supermarket I arrived at the checkout ready to show the young staff member nothing but friendliness and kindness in this stressful time.

My good intentions waivered when in an unfriendly abrupt manner, she instructed “you need to pack your own bags”.  Immediately I felt guilty having forgotten the latest rule and apologised profusely for putting my bags on the conveyor belt.  She once again snapped at me to “move up”, my intention of being a polite friendly customer being severely tested.

Giving it one more try, I endeavoured to start a conversation saying how easy it was to forget the new rules being so different from our normal lives.  She then started to soften, admitting she’d encountered many rude customers in recent days when reminding them of the new guidelines.  I truly felt for her but wondered if the treatment she was receiving was in any way a result of the manner in which she introduced these rules to customers.

I desperately wanted to help so I said “someone once told me you catch more flies with honey” explaining the calmer, more polite and friendly you are the more difficult you make it for someone being nasty to you.

I am not in any way condoning rudeness or treating anyone poorly in any situation but I was certain this girl was prompting customers to react to her negativity with the negative energy she was radiating.  No doubt she’d had several bad experiences which had understandably gotten her down but she was now setting herself up for every interaction to head in the same unfortunate direction.

It got me thinking that most likely these frontline staff have never been given any guidance let alone training in how to deal with difficult customers or how to diffuse heated situations.  A few tips on tone of voice, remaining calm and showing empathy by finding common ground could go a long way particularly when having to ask customers to change their everyday routines.
​
In a time when rules are being put in place to prevent the spread of a contagious virus, the one thing that we can share and spread is a smile and basic kindness that goes both ways.
Comments

    Author

    Juanita Miell-Sparks

    Archives

    June 2020
    May 2020
    April 2020
    March 2020
    February 2020
    January 2020
    December 2019
    November 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    June 2018

    Categories

    All
    Adding On A Great Service
    Characteristics Of A Great Leader
    Cutting Costs Versus Customer Service
    Different Customer Types
    Ensuring Group Training Is Effective
    Follow Up In Sales
    Hearing Vs Listening In Customer Service
    How Retail Can Save Pharmacy
    How To Turn A Complaint Into A Loyal Customer
    It's Part Of The Uniform
    Motivating A Team
    Reasons For Poor Customer Service
    Retailers In Trouble
    Sales And Professional Services
    Selling On Value Not Price
    Smile
    The Power Of Acknowledgement
    The Push Towards Self Service
    The Relationship Between Training And Coaching
    The Six P's Of Frontline Service
    Tolerating Poor Service
    Top Sales And Training
    Top Salespeople Don't Always Make Great Leaders
    To Tip Or Not To Tip
    Training Social Skills
    What Is Mystery Shopping
    Your Candidates Are Also Your Customers

Training and Services

Consulting
​
Leadership Training
Sales Training
Customer Service Training
Customised Training
​DISC ADVANCED® Assessments and Workshops
Sales Coaching
​Coach the Sales Coach
​Mystery Shopping

Company


About Learn Lead Inspire
Our Values
About Juanita Miell-Sparks
Testimonials
Blog


Contact

MOBILE:      + 61 410 619 879
​EMAIL:         juanita@learnleadinspire.com.au
​ABN:            61 401 937 375



Picture
© COPYRIGHT 2020 ALL RIGHTS RESERVED.
  • Home
  • About
  • Training
  • Coaching
  • Consulting
  • DISC PROFILE
  • Contact
  • Blog