However, the researchers also found that the customers want reprimands delivered out of their presence. They want harshness, yet don’t want to witness the harshness. They also want the employee to be granted the respect of privacy.
A supervisor reprimanding in front of a complaining customer the employee responsible for the shortfall may be intending to demonstrate respect for the customer. But this message is severely undercut by the failure of the manager to show respect to the salesperson in front of the customer.
Moreover, it’s best that you not be harsh even in private. You’ll get better results when you fix the problem instead of fixing the blame. Holding people responsible is different from fixing blame. When serious problems arise in your retail business, hammer out the difficulties in supportive ways. Use your hammer to repair the shortfalls, not to pound your valuable staff—and consequently, their staff morale—into the ground. Stop at embarrassment, short of guilt or shame.
Still, amplify the degree of intensity when telling the complaining customer what action you’ll be taking. Your words, voice tone, posture, and gestures should all convey that you consider the complaint to be consequential, and thus there will be consequences. With a loyal customer who feels highly scorned, telling them afterwards that a serious reprimand was delivered is useful. Actually, it’s possible the customer will say, “Oh, it wasn’t really that serious,” a mindset which further counteracts any desire to take their business elsewhere.
For your success: Retailer’s Edge: Boost Profits Using Shopper Psychology
Click below for more:
Shepherd Profit-Potential Defectors
Show Respect in Front of Customers
Fix the Problem, Not the Blame
Criticize Employees with Care
Scold Misbehaving Shoppers Publicly
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