Who
guards your office door? Is your employee an angel or a dragon? Will this
person bring you more business or help you lose the business you have?
Near
my home is a small department store that I enjoy shopping and purchasing from. Why
do I like going in to this store? Because the sales clerks always greet me with
a smile looking happy to see me, are dressed neatly and cleanly, making a nice
appearance, and ask how I am. When I cannot find what I’m looking for, they are
happy to show me where the product is located.
When
I’m checking out a sales clerk will smile and ask, “Did you find everything you
were looking for?” They always pack the items carefully in the bags as if they
were their own. If I purchase a lot of heavy items and have several bags, one
of the clerks will come over and hold the door for me to leave safely. These sales
clerks care about their customers and have been well trained by the manager of
the store.
I
called a doctor’s office for an appointment and the receptionist answered the
phone saying the doctor is all booked up. This doctor later told a friend of
mine, “He did not have enough patients to cover his office expenses.” His receptionist was sending patients away!
Do you know if your gate keeper is sending your customers away?
This
gatekeeper was ruining this doctor’s business. When I couldn’t get an appointment with this
doctor I called another doctor’s office and the receptionist who made
appointments answered the phone with a smile in her voice and said, “How about
next Thursday at 10:30am?” We booked the
appointment.
So do
you have a dragon guarding the door of your office or an angel?
What are the three things you should train your angels, your
employees, to do at your business?
1) Your
employees should always wear a smile, dress neatly and cleanly with their hair
combed, be polite and be helpful to their customers. My grandmother, Belle
Shapiro Frank, a buyer for a women's clothing store said it best, "Before
you go out the door to work, look in your mirror. What do you see?"
2)
Your customer should feel like an honored guest in your business
and your employees should speak to customers and their family members in a
reliable and timely manner.
3)
If a customer calls your
business to ask about a product or make an appointment your employee should
smile into the phone, answer the question, or make the appointment and write it
on your schedule.
To make
sure you have your angel in place at the gate of your business have a friend
call on the phone and visit in person to see if you have trained your
employees, your angels, well!
If your
friend calls your office during business hours and the answering machine is
turned on saying, “ If this is an emergency call 911 otherwise your call will
be returned in 24 to 48 hours”, make a note and tell your friend, the business
owner, about the “dragon” at their door! It’s time for a change.
Remember it's all about first impressions, connecting with your customers,
and having them come back to your business and bring their friends.
Madeline Frank, Ph.D., DTM, John Maxwell Team Member, and
Certified World Class Speaking Coach is an Amazon.com Best Selling Author,
sought after speaker, business owner, teacher, researcher, and concert artist.
She helps businesses and organizations "Tune Up their Businesses".
Her innovative observations show you the blue prints necessary to improve and
keep your businesses successful. She writes a monthly newsletter
"Madeline's Monthly Article & Musical Tips Blog" and a monthly
radio show "Madeline's One Minute Musical Radio Show". She has just
published her new book "Leadership On A Shoestring Budget" available
in print or as an e-book.
To contact Madeline Frank for your speaking engagement at mfrankviola@gmail.com