It only takes one employee to destroy the good reputation you’ve worked so hard to develop for your business. If you question whether this could happen to you, read my AB colleague Kevin Stirtz’s recent experience with Hertz.
Your company may be a long way from the size of Hertz, but you’re still subject to the results of actions of an over ambitious employee. And in a smaller business, the impact of a horrible customer service experience can be even more devastating.
So what can you do to ensure — to the best of your ability — that an errant employee doesn’t run your customers off?
One of your best weapons is training. Train each and every one of your employees how you want your customers treated. Pay attention to what they do when they’re interacting with customers and catch them doing something right.