Every family has their disagreements and squabbles, and small business families are no exception.
Whether you actually are family members with a business agreement or you’re joined together by work happenstance, you become a family of sorts, with shared stories, long hours, and sometimes unique experiences. And like most members of a family, you get to know each other pretty well.
That’s why, as a small business owner, you need to remain conscious about how your staff works together, checking in from time to time on employee etiquette…toward each other.
Recently, I stopped by a neighborhood deli and overhead two employees arguing with each other. While I waited to be served, I couldn’t help but overhear the conversation, which began with shift hour complaints and shifted (no pun intended) to another staffer’s transgressions.
As the conversation (and my wait) continued, I looked around for a manager or owner of the establishment, but to no avail. What I did notice were the looks other customers gave each other. And with a plethora of cafes, restaurants, and delis in our area, I wondered how many customers from that day ever came back.
Anyone who works in confined spaces for long hours knows that there will be disagreements between employees at times. However, the place to settle these conflicts is never in front of customers. This leads to disgruntled employees and, in the process, an unhappy clientele who are sure to tell other customers.
For the sanity of your staff and the success of your small business, consider holding employee training (and retraining sessions) every few months to ensure your staff is putting their best faces forward to customers and you are marketing your business in the best possible light.
These sessions don’t have to be costly endeavors. You can hold a 30-minute session before you open, after you close, or during lunch hour. As part of your etiquette lessons, emphasize the need to present a united front of hospitality and customer service. And keep any squabbles where they belong…behind closed doors.
Also, consider how you want to handle disagreements, as they will come up. Whether you want an open-door policy or set time aside for questions and concerns, you need to treat your staff the way you would ideally treat your family, with attention and concern. By keeping close watch on team etiquette, your customers will benefit the most.
Biz2Credit is always concerned about your small business and its well-being. Call us at (800) 200-5678, or visit us online at www.biz2credit.com and let our experts help you.