A recent reprint of an archived Ann Landers column from 2000 is just as relevant today as it was when it was first printed. It was practically on fire with letters from customers who were fed up with the attitude of retail clerks.
I was struck by the irony of what these letter writers were saying:
“If you don’t like people and consider them an interruption or a nuisance, go find another job.”
“Within driving distance of your store, there are five stores that carry the same items. If I am treated well, I’ll be back to see you. If you want me to come back, you will thank me for coming in and make me feel welcome.”
What’s the irony? The words they chose are almost identical to those I hear unhappy retail associates use to describe their bosses:
“If they don’t like to manage employees, and consider them an interruption or a nuisance, they shouldn’t be doing that job.”
“If they’d treat me well, if they made me feel welcome, and showed a little appreciation once in a while I’d want to work for them.”
And then there are the customers. Most are likeable and agreeable, just like most managers and associates, while others are ready to do battle over just about anything.
Some customers are somewhere in the middle. They just want to make a purchase and go home, unscathed from the experience.
Suit up, kids, we’re going shopping. Fly cover for me when I go into the department store and I’ll protect you on the ground at the toy store.
Yes, we know. People are stressed out and sleep deprived and that’s why they’re irritable. But is that reason enough to justify incivility or are they just excuses for uncivilized behavior?
Rude bosses, customers, and employees are so busy jabbing fingers at each other, someone’s bound to get stuck in the eye. Each group is competing for “most ugly” and it’s a toss up as to who’s going to win.
Before we rush to judgment, let’s put this into perspective. The Pareto Principle states that A small number of causes is responsible for a large percentage of the effect… usually a 20 percent to 80 percent ratio.
With that in mind, let’s address 20% of the managers who are creating 80% of this mess.
Managers: Some people are relationship managers, and others are not. It sounds like you’re part of the “not” population. You can learn how to do it right but it takes more than one training class and reading one book. It takes a commitment to doing the right thing for people, every day.
If you don’t have the energy or desire to manage with courtesy and consideration, please stand down.
Sales associates: Same song. Second verse. You’re in the relationship business, not the jewelry, men’s wear, or grocery selling business. If you take the time to understand your products and meet the needs of your customers, in a respectful manner that encourages them to return to do business with you and your company, you’ve done your job. If you don’t and you won’t, you’re in the wrong line of work. Your negative attitude shows and its generating much of the negative response you’re getting.
Customers: No matter the size of your purchasing power, that power alone does not justify your rude or arrogant behavior. No matter the rush you are in or your position in the community, the office, or your home, it doesn’t justify your push to the front or brusqueness from the rear.
Twenty percent. That’s all it takes to create chaos and hostility among the eighty percent on the receiving end of your bluster.
Eighty percent. Good for you. As managers, associates, and customers you do us proud. Keep it up and encourage the rest to step up or step out of line. All that shoving and poking is giving the rest of us a collective black eye.
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Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:
Joyce Richman (www.joycerichman.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com.
