In an earlier post I asked the question, “Why is it okay to behave indifferently toward customers and roll out the red carpet for the division president?” Specifically, why do employees paint, wax the floors, and polish the chrome for the division president and text friends, smoke near store entrances, and complain and banter in the presence of customers?

I have a theory about this. Here it is: Familiarity breeds contempt. Most employees rarely come into contact with and, thus, aren’t familiar with the division president. Oh sure, they may know his or her name but they’re usually not familiar to the point of lowering their guard in the executive’s presence.

Not so with customers. Customer-facing employees come into contact with customers all the time. And whether or not there is personal familiarity with a particular customer, there is a sense of familiarity with customers in general. And where there’s excessive comfort and familiarity, there’s contempt—a lack of respect—and a tendency to take the relationship for granted.

It’s not that employees don’t know what service is or how to deliver it. They do. And they showcase this aptitude in the presence of the division president. The issue is that many seem disaffected by customers—as in, “Oh, you’re just a customer. For a minute there I thought you were someone important, like the division president.”

In the introductory paragraph of this post, I listed three behaviors that I regularly observe in retail settings. These behaviors are chronic. They occur frequently. The only time they are exceptions is when the division president is on-site.

When executives grace the operation with their presence, the floors are spotless, there are plenty of employees scheduled, employees’ uniforms are pressed, there are lots of smiles, and there is a sense of urgency—dare I say, a bit of giddiness and extra pressure to perform?

The best operations don’t distinguish between a scheduled site visit by a division president and the scheduled opening of the store to service customers. Sure, there may be a bit of anxiety associated with the presence of a company executive—that’s natural—but the company’s standards don’t wane in the absence of headquarters staff.

Nordstrom comes to mind as an example of a retailer who puts its best foot forward whether a customer or Blake Nordstrom is entering the shoe department. The last time I was in Nordstrom, an employee from the men’s department walked me to the women’s department in search of an umbrella. When we returned to the men’s department, I decided to buy a bottle of cologne too. It was an impulse buy—in the moment. I didn’t plan to buy it and, in the absence of his outstanding service, I would not have.

Here’s an assignment for division presidents everywhere: If you really want to see how your operations run, stop by unannounced in a ball cap and jeans over the weekend. Don’t embarrass anyone. Just observe and take mental notes about what you see—the positive as well as need areas.

Then, assuming there was a gap (or chasm) between what you observed during your last official visit and this one, take action. Establish or reinforce credible standards to guide employees’ behavior. Make sure that every manager is aware of the standards and actively uses them to manage their employees’ performance. And, perhaps most importantly, hold managers accountable to model these standards at all times. If they don’t, the standards are no longer credible and become unenforceable.

Bob Farrell, author of Give ‘em the Pickle, is fond of saying, “What they see is what you’ll get.” When employees see their managers modeling established standards of service and procedure, they will perform similarly. When this happens, employees will stop texting friends, smoking near store entrances, and complaining and bantering in the presence of customers. And they will no longer seem disaffected by customers. Instead, they will treat them with the same courtesy, respect, and care with which they treat the division president.

Who’s more important: the division president or the customer? You decide and then your employees will follow suit.

Tags: apathy, contempt, Customer Service, engagement, familiarity, indifference, modeling, Nordstrom, standards

This entry was posted on Tuesday, October 13th, 2009 at 11:04 pm and is filed under Customer Service, Employee Engagement, Enthusiasm at Work!. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.