It’s never good to lose staff – for you or your customers. Will your staff leave you? Not if you buy them pastries. 😉 kidding.
The real reason they most often leave is they don’t feel you have their backs.
SMB Owners and managers – stand behind staff challenged by customers, delivery people, administrators, anyone. Good, loyal associates are damaged if you disrespect them – especially in front of others.
Either give them the authority to make decisions – based on your good training – or leave ALL decisions up to you. Do you really want total control? No.
Customers are happy when a decision can be made on the spot.
Pay them well, and praise them well.
- pay better wages with raises based on merit?
- have good training and follow-up?
- have a reward system?
- have a review policy?
Your staff will be your best asset if you train them well and support their growth. You do get what you give. Customer service levels are a direct reflection of your staff’s interpretation of what they are worth to you. Market well all you want, but remember, it’s what happens on the floor that makes the sale – and your staff is your customers’ most direct experience of Your SMB.
Think hard about that.