Chapter 6 - Customer Service

The Other Customer ... Your Staff

You need to examine how well you service your internal customer (that's the person sitting next to you who relies on you to do your job right the first time).

In most cases, the way we treat our employees is mirrored on the sales floor when we see our staff dealing with customers. If you're dealing fairly with your staff and going all out to solve their problems, then you can bet they will do the same for your customers.

On the other hand, if you deal with your staff in a manner more indicative of slavery than partnership, boss instead of co-worker, superior rather than supporter, then you can be sure customers will feel the same level of neglect and disappointment.

Service starts inside your store, beginning with how you treat your staff and how they treat each other.