Where's My Sign?
Where’s My Sign?
I stopped into a big-box home improvement store today, and as I was parking I noticed a sign mounted to a light pole, in the closest space by their main entrance, that said “Reserved for Employee of the Month”. I immediately looked around for the parking spot reserved for the Customer of the Month, but couldn’t find it. The space was empty. My first thought was: is it possible that everyone’s performance was so bad, no one “won” the spot this month? Judging from the level of service once I went inside, that’s possible.
As a business owner, I can tell you first-hand how vitally important it is to every business to have motivated, dedicated employees to serve customers; companies that don’t pay attention to that will not survive very long. Happy employees = happy customers. Perhaps a parking spot does that for this company, but I really doubt it. Do they really think employees are going to go the extra mile for customers, try to save the company money, help new teammates get up to speed, or whatever their metrics are, for a parking space? Hopefully, there are other more meaningful rewards tied to this.
More importantly, in a B2C setting, where virtually all of this store’s customers walk past this sign every time they visit, what message does it send? I’m sure there are some who interpret it as a nice thing for this company to do for its employees. I interpret it, along with the absence of a COM space, that customers do not come first here.
All good companies put strong emphasis on trying to attract, hire and retain great employees, and then deliver on keeping them happy. The better ones do that first with customers, because, stating the obvious, if you don’t have customers, you don’t have to worry too much about employee motivation. I’ll be keeping an eye out for their Customer of the Month sign.
3 Ways to Improve the Buy Online Pick-Up In Store (BOPIS) Customer Experience
Are your stores primed to compete with Amazon’s “Buy Online Pick-up In Store” (BOPIS) service? In 2019, Business Insider reported that 68 percent of consumers “click and collect” as an increasing number of brick-and-mortar retailers offer this service. But last year, by late...
6 Ways to Minimize Customer Churn
We've discussed how to find the source of customer churn. Figuring out the source of churn is the easy part. When it comes to actually minimizing the churn, that’s where the hard work comes in. There is a theme to understand before we dig into the nitty-gritty. You have to be...
IntelliShop is great at helping us adjust along the way. They have been super helpful. It has been such a huge help, and will only continue to get better. The amount of time the program has saved us has been unfathomable.