Questions: The Customer is Always…?

Q: How does a retailer, operating a very legitimate business, protect his/her company from misguided customers who are very clearly inappropriate in their demands and yet threaten all types of exposure and legal measures to get their way? Seems to me that this is a form of extortion… the customer isn’t always right!

A: I asked several local retailers their take on the subject and received a variety of responses from them. Here’s a sampling:

“It’s important that the store establish clear return policies, that all sales associates are aware of those policies and that all customers are treated equally. Management has to have back bone and not roll over when dealing with particularly difficult customers.”

Another storeowner suggests that you “find out what the customer really wants, which can be different from what they first tell you. There’s usually room to negotiate. When there’s not, you have to assess your risk. If what you’ll lose is greater than what you’ll gain, fold.”

A reaction that got my attention was the store manager who said, “if I’ve done all that is reasonable and acceptable and the customer begins to threaten me, I call over a sales associate to witnesses and document the encounter. I ask the customer to review the report and sign it as a fair and accurate representation of what has been said, which I then turn over to our company attorney. When the customer sees that strong-arm tactics don’t intimidate me, he or she usually backs off. We have a loyal following of customers who do repeat business with us, so what I’m describing is a highly unusual occurrence. But when it does happen, we’re ready.”

Here are a few responses that take us in a totally different direction:

“If sales and service associates and their managers were to handle the situation better at the outset it wouldn’t escalate to the point that the store owner would have to enter the fray.”

And this from a sales person: “We follow the rules that we’ve been given and don’t give in to customers whose requests are totally out of line. What typically happens is that the customer gets angry and wants to talk to the manager. The manager comes over and gives in. That makes us look bad in the eyes of the customer. No wonder they pitch a fit; they know some higher up is going to give in to them.”

The majority indicated that there has to be give and take on the part of both the retailer and the customer so that each can feel whole, or at least not harmed, as a result of a difficult exchange.

As anyone who works with the public knows, there are a wide variety of customers to serve.  Most are pleasant, honest people who treat others with respect and want the same in return. Some are not so pleasant or honest, and that’s how it goes. If retail sales and service is the job you’ve signed on to do, it’s up to you to figure out how to deal appropriately with all your customers, not just the ones you like.

In all likelihood, you’ll receive training on the basics of the product you sell. If you need more help, ask for it. It’s less likely you’ll be taught the rules of good customer and quality service. Your boss will probably assume you have the good manners and good sense to relate to all customers in ways that are responsible and appropriate.

You’re paid to determine your customer’s needs, to match your product to that need, and to follow through with service that encourages the customer to buy again and often, and to bring friends with money.

Your effectiveness and success is based upon more than product and pricing knowledge. It’s determined by your ability to connect emotionally and intelligently with the customer. To do it all, takes attention and desire. In other words, you’ve got to care. If you don’t, the consuming public would rather you do something else with your professional life.

* * * *

Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com.

Frustrated at the Crossroads

Frustrated folks are stuck at the crossroads of  Many Possibilities. They’re torn between their parent’s dreams and their own fantasies.The strongest sentiment they express is, “what if I choose the wrong path? I don’t want to commit myself to the wrong future.” With that fear firmly in place, they remain stuck. They prefer the angst of indecision to the requisite of choice. What they are missing is a realization that reasonable people, with benefit of new information and time, can choose again.

There are many people who inherently know which pathway to follow. They wait for permission to follow it.

Others know what they do well but worry they’re missing out on something better. They want someone to identify possibilities they may have overlooked.

Many like the safety of  “one road, one ticket “. They know what they have to do and do it, not because they love their work but that it’s work they can do. They know what to expect, their income is stable and their future secure. They manage themselves and their lives with constancy and steadfastness.  They are not prepared, emotionally or intellectually, for unexpected change.When that change comes in the form of a pink slip they become immobilized. Layoff, or termination without fault, defies their belief that good, hardworking people should be valued and retained. They don’t know what to do or where to turn.

And so they sit; the frustrated, the permission seeking, the worried, and the shell shocked, waiting for strobe lights to illuminate the path and point the way to the place they need to be. It doesn’t happen that way.

If you’re parked on a bench next to them and you’re interested in techniques that get you going, grab a pencil and a pad, you’ve got some work to do:

Start by taking inventory

What do you do well, naturally? What do you currently enjoy or have enjoyed as a hobby or pastime?  Do you prefer working alone or with others? If with others, how many others are involved?

If others are involved, what part do they play; what part do you play? If you prefer independence, what’s your preferred project or task?

What’s important or meaningful to you? What do you value in others? Describe the best boss or coach you’ve had; describe the best places you’ve worked. If you don’t have any positive memories, dig deeper. Who was your favorite teacher? Your favorite relative. Why?

When are you at your best? Are you more effective working hands-on, managing the practicality of day to day concerns in a workplace that has structure, order, and organization? Are you better at working with possibilities, creating outcomes not earlier considered?

Do you like to work from a checklist, with the expectations clear and the deadlines observed, or are you better off without boundaries, rules or regulations, figuring things out as you go?

Weave together your preferences.

I’m an independent, hands-on, pragmatic problem solver, preferring to work with tasks than people. I enjoy variety, flexibility, and mobility. I’m at my best when I can streamline processes, expedite outcomes, come in under budget and ahead of schedule.

Or possibly: I’m a team leader and a team player. I like to know what the goals are, and the payoffs that come from making them. I enjoy strategy more than details and design more than implementation. I’m able to understand what motivates and encourages people by listening to them. I put what I learn into practice by treating the people who work with me as I would my best customers.

Your strength profile becomes the foundation of your resume, your cover letters, your networking, and your interviews. It remains constant, no matter the company, the client, the product or the process.

Now get out there and start meeting people who enjoy the same things you do. Brainstorm job possibilities or directions that make sense. Follow up on ideas, call people you know and people you’re introduced to. Let them know who you are by describing what you do best and why you want to do it.

* * * *

Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com

Some Unsavory Sorts….

Three employees in the workplace. Each one tries our patience and challenges our notions of fair play:

The first is a free radical existing in a conservative, hierarchical institution. He’s as difficult as he is brilliant, appealing, and maddening. He has a small but adoring claque of supporters who follow his lead and go wherever he takes them. He thrives on their adoration and holds them close; his inner circle, his chosen few.

All would be well without a glaring glitch: he has more ardent enemies than faithful friends and his enemies work to stop him at every turn. They rail against him to anyone who will listen and the listeners are legion. They vow to stamp him out, to rid the business of the likes of him.

“He’s dangerous!” they say. “He’s not to be trusted with your information, your career, your friends, or your wives.”

No matter how strong the opposition, he’s promoted. Higher he goes, defying gravity, logic, and the best efforts of those armed to bring him down. What protects him from constant ambush and frontal attack?

He makes money. Lots of money. He makes money for stakeholders and shareholders. To them this guy is unbeatable and they want him untouchable. They’re not interested in what he does as long as he’s left alone to do it.

He’s a rainmaker who lives on the edge and dances on the bubble. He answers to no one despite rank and file’s insistence that he be reined in and held accountable for the error of his ways.

What does this rainmaker want? It’s not the money, and the chase is getting old. He wants respect from the top and a place at the table. He wants to be a decision-maker and power broker, but he doesn’t have the political savvy or patience to get there.

The only weapon his antagonists have is the one he can’t defend against. What he wants most he’s least apt to get. He wants legitimacy. He’s target practice and it’s all coming from friendly fire. He’s getting tired and it’s getting old. His sacred circle is getting smaller. The bursts of applause are sounding like one hand clapping. He doesn’t know if he can do it anymore.

Unsavory character #2: This one looks like all style and no substance. He’s a smile wide and an inch deep. He’s a charmer who knows what to say and when to say it. He knows who to know and where to find them. Most importantly, he knows their secrets. This handsome rake with the twinkling eye works when he pleases and it seldom does. When you know where the bodies are buried and who buried them, you don’t have to.

He’s been at the same company since he found the keys and he has no interest in leaving. Why should he? He’s moved up the ranks without removing his jacket. He’s due to retire in just a few years with an unbroken record of pocketing the work of others then passing it off as his own. Does anyone dare blow his cover? Not unless they’re willing to have their name and reputation permanently tarnished. And there isn’t anyone around willing to take the chance.

Unsavory character #3: The gatekeeper. This person is in charge of keeping the institution safe from internal attack. She believes that the enemy is us, so she is ever vigilant. No one has asked that she be. No one believes there’s a threat. She contends that’s the case because she never rests.

She stands by the entrance with her eye on the clock. She jots down names and times of arrival. She returns to her post at the close of day, notebook in hand, cross checking for early departures. She gives her reports to managers who ask what else she does in the course of her day. She bristles, stung by the question. Then carefully notes who said it and the time it was said. Her reason for existence at this or any job is to create a problem that doesn’t exist.

What can be done about these three?

* * * *

Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com

Guide for Boomerang Parents Receives Review

The slow to no-growth economy and high unemployment rates have kids of all ages returning to their parents’ homes as they transition from college to work or from lost job to new job. Co-authors Joyce Richman and Barbara Demarest have been getting some attention for their guidebook, Getting Your Kid Out of the House and Into a Job, which they wrote to help parents deal with these times of transition in their children’s lives. Steve Sumerford recently reviewed the book in the Greensboro News & Record the title is Tips for dealing with kids who say, ‘I’m coming back’ and we’ve republished it here:

Tips for dealing with kids who say, ‘I’m coming back’

People all over the country are finding solace, encouragement and a passel of practical tips from a small paperback written by two Greensboro authors, Joyce Richman and Barbara Demarest. With decades of executive and career coaching between them, the pair teamed up to address a very timely topic, “boomerang kids,” a term coined a few years ago to describe adults, who, for a variety of reasons, have to move back in with their parents.
A recent CNN Money story reported that 85 percent of last year’s college graduates say they would move back home with their parents if they couldn’t find a job.

What do Employees Want

* * * *

Yes! You may use this article by Executive and Career Coach, Joyce Richman, in your blog, article in your blog, newsletter or website as long as you include the following bio box:

Joyce Richman (www.richmanresources.com) has been specializing in executive and career coaching since she started her own practice in 1982. She works in a variety of environments including: higher education, manufacturing, sales, marketing, media, technology, pharmaceuticals, medicine, banking and finance, service, IT, and non-profit sectors. A member of the adjunct faculty at the Center for Creative Leadership, Joyce is certified to administer a number of feedback and psychological instruments. Joyce is a weekly guest on WFMY-TV and the career columnist for The Greensboro News & Record. She is the author of Roads, Routes and Ruts: A Guidebook to Career Success and co-author of Getting Your Kid Out of the House and Into a Job. A popular speaker, Richman conducts seminars and workshops throughout the United States, Canada and Europe. Her coaching profile can be found at TheCoachingAssociation.com