AndyHeadworth
Moderator
Registered: 09/09/08
Posts: 28
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Reply with quote | #1 |
When I first started in work in retail many years ago there was one thing that was ingrained into me........"The customer is always right". Of course we know that is not always the case, but as far as the interaction with the customer goes, it is a strategy to keep customers coming back (seemingly old fashioned I know!!)
Over the weekend visiting a number of retail shops, it dawned on me that retailers ARE having problems with their Generation Y workforce.Their seemingly lack of interest and motivation, and 'what's in it for me' attitude doesn't mix with retail customer service too well. They don't like to engage with customers, won't accept they have made a mistake and certainly won't adopt the customer is always right philosophy (sorry Tescos, WHSmiths, JJB and Next but they don't!).
So how do companies with such key customer facing roles change the attitudes of their staff? They can't, but they can look at other companies that I believe get it right - namely Marks & Spencers and Waitrose (John Lewis). They start getting it right at the recruitment phase - knowing what they want in terms of staff quality, and sticking to it - and continue the process with regular training, mentoring, appraising. And this is just for their shop assistant/sales assistant roles!! Have you ever been into either of these stores and had a bad experience with one of their staff? Highly unlikely I suggest. I think that this problem is just going to get worse, and that the standard of service is just going to get worse - what do you reckon?
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Andy Headworth
Sirona Consulting Ltd
http://www.sironaconsulting.com
01903 206249
Check out my blog - http://blog.sironaconsulting.com
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