I am driving along down the highway, minding my own business, going about speed limit plus 5 in the right lane. Suddenly a van appears behind me, close enough to view the scowl on the face of the harried driver. In response, I drop back to the speed limit and moments later the van pulls around me. During his pass I noticed his one finger salute and then he pulls away and cuts into the lane in front of me. As he drives away I make a mental note of his business name and location; it’s plastered over the vehicle for all to see. People that live in glass houses- it’s been said they should not throw stones. But it’s also important they watch what they do; after all everyone can see what they’re up to.
The harried driver was an employee, not the business owner. I found that out when I called the number on the truck to inform them that one of their drivers had nearly run me off the road. They were quite apologetic, but I made it very clear I would never consider doing business with them. I suggested to them it would be worth their while if they reminded their employees that they are ambassadors for the business- very obvious ones at that! My harried driver may have been late for an appointment but he took his personal agenda out on me. For all I know his company may be one that I could do business with; but the damage is done and I doubt will ever have the opportunity to find out.
Whether you’re in a vehicle with advertising on it, on the phone, in person or otherwise, you and your employees are the public face of your business. What is said and done says a lot about the business (even if it has nothing to do with the business). I’m not talking about mannerisms and appearances- I’m talking about treating people well. Employee rudeness, intolerance, impatience and annoyance do not make for a positive customer experience. Occasionally the unhappy customer may file a complaint/concern. More often I suspect they simply go away and share their experience with others- lots of others! This cannot be good for business. So what to do?
- Assess the status quo- take a look at the current state of your business behavior. Is it on track? What are your strengths and weaknesses? Get input from an array of vested parties- customers, employees, vendors, etc.
And once you know where you are:
- Set the example- practice the Golden Rule- do unto others as you would have them do unto you; let your employees know that treating people right is part of the business culture and that is expected in the workplace
- Encourage feedback- let your customers, employees, vendors and other contacts know that feedback is wanted and make it easy for them to provide it
- Take action- feedback is worthless unless it is assessed and serves as the basis for change; make sure that people know that their feedback matters
Don’t leave the reputation for your business in the hands of a harried driver or a frustrated clerk- your’ business is like a glass house and rest assured, people are watching!
