When big stores close, like this store here, I always feel like it’s partially my fault.
I always think, did I not go there enough? Should I have shopped there more? What was the reason behind the closing of the stores.
Then I remember. With this particular store, I’ve always had horrible customer service. I remember standing in line and waiting for a customer service representative to tend to my concerns. It was really a simple issue. I grabbed the wrong item I just need to do a quick exchange.
You had one customer service rep working and three others just hanging out. They didn’t seem busy but they also didn’t seem like they were on the clock either.
When we work for large corporations, sometimes we can easily forget that the simple actions that we make can impact of the company’s bottom line.
I sometimes hear people talk about not being important to the company they work for. I hear this often with associates in customer service and operational roles. Sometimes I’ll hear people say, “I’m at the bottom of the totem pole”.
What makes people think they are at the bottom of the totem pole? It comes down to management. How are the leaders within your organization treating their associates? Are your leaders engaging associates in the decisions that they’re making?
The company I currently work for encourages us to take engagement surveys from Gallup every year. The survey provides leadership with a score on how well associates are engaged.
The surveys are meant to be anonymous. If leaders are shocked by the survey results, then there’s a problem.
An engaged workforce is a workforce that doesn’t have to hide behind anonymity to tell you how they feel.
If your associates have built a wall, there’s a problem. How do you overcome this?
Bottom line, it’s a trust issue. If people don’t feel they can trust you, they won’t talk. Something is driving this behavior.
Take a closer look at your team and have a heart-to-heart. Don’t make assumptions. Just ask. If you’re still having trust issues, just like any relationship, it has to be earned.
Don’t expect it to resolve overnight.
Your customers will be able to tell if a company has a less engaged workforce. I’m starting to see this with a competitor store that offers a new service that needs improvement.
If this company has leadership that listens to associates executing the new service, they will be able to work through it. I’m sensing this is not the case.
What are your thoughts on Big Chain Stores? Are they too big to keep associates engaged?