Firing on the Spot For Poor Customer Service Considered
Employment Law
As a small business owner one must constantly tell the customer they are right, and tell them that they are number one. And yet at the same time they must reinforce their loyalty to their own team and employees. This is often a hard line to straddle, but it is very necessary in running a business.
Often the customer really isn’t right, but the business owner knows that they have to do a little bit of diplomacy in order to keep the customer coming back and spending money. Sometimes the manager will semi-scold the employee in front of the customer to make the customer feel good, and then later on tell the employee behind closed doors that they were sorry and to just deal with it when belligerent customers explode with a complaint.
It’s not easy trying to please everyone but during a recession is very important. You cannot afford to lose your best employees and you sure as heck cannot to lose any customers! Of course, there is an employment law aspect to all this and you must be very careful not to fire an employee who treats the customer incorrectly on the spot.
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