Summer officially arrived last week and with temperatures rising, tempers tend to flare up too. Whether its employees or customers, we should always take a step back for cooler heads to prevail.
As the season goes from hectic to wall to wall busy, its import to dedicate some time to making sure that all your employees, both inside the office and out in the field, are prepared to handle difficult customer service situations.
Often, your employees will spend more time with certain customers than you do. When that is the case, it becomes your job to make sure they are representing your company brand the way you would. It is much easier to give an employee the tools they need to be successful than it is to win back an unhappy customer.
With many employees working for you seasonally and each year new staff members joining the mix, it’s important to take the time to get everyone on the same page when it comes to customer service and make sure to reinforce this training throughout the season. Having clear expectations is critical and putting into place clear consequences for not meeting those expectations can make a huge difference.
Remember what you think is obvious, might not be on the radar of your typical employee. As with so many other things, its better to be safe than sorry.
Here’s to a great summer!
Barry Kenny, NESPA President
Bel-Aqua Pool Supply