My wife went to a quilt store the other day and later told me about her experience there. She went looking for and got fabrics and quilting info, and while there she also saw a very large display of all kinds of new sewing machines. None had any signage explaining details or price, so she asked one of the employees. Surprisingly, the employee replied only, “I don’t know”. Not: “I’ll find someone that knows”, or “Let me take your name and number”. Huh?
· She didn’t know enough to do her job
· Apparently, she wasn’t given any training
· Leaving employees without job information is unfair
· Not being able to answer customer questions can ruin a business
What was the owner of this business thinking? Maybe, like many businesses hurt by Covid absences, he was just trying to keep the floor staffed with anyone he could find. But what would it have cost to give these employees, even those that may be there only temporarily, some basic tools to use? Like a book that lists the features and costs of all those sewing machines. Or a number to call right then and there to ask about information they don’t know. Or simple instructions to just take the customer’s name and number so someone could contact them. But they did nothing and potentially lost a big sale because they aimed low. Don’t set up your employees to fail - give them the tools they need to be able to aim for success today.
Bruce Lee (1940 – 1973): Hong Kong and American martial artist, martial arts instructor, actor, director, screenwriter, producer, and philosopher
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