I am so proud to be Australian, but what on earth is going on in this country? I am not talking about the current political environment – I am talking about the total lack of care, understanding and desire to give good service. The fundamental human behaviour of just being nice to your clients and customers has disintegrated. Many businesses are good at it, but there are more businesses in Australia that are not good and many are just appalling!
How can any business in this economic climate afford not to give good service and show respect to the people who are paying their wages? If I went to a restaurant, hotel, B&B, café and boutique and asked the staff who pays their wages, I bet none of them would say ‘you as the customer pays my wages’.
If staff were told that they would only be paid if they offered exceptional service each and every time, then we would receive a different service.
The serious decline in sales within the major retail sector across Australia is not just due to the rise of online shopping. It’s mainly due to the total lack of service within their stores. Staff just don’t get it… and that’s because management don’t get it. If management did understand, then why is the delivery to customers so bad?
I plead with the tourism and hospitality industry to tell your staff that they give up the right to have a bad day in this industry. It is non-negotiable. They must be consistent day in and day out.
Our industry is selling its service, and the product is secondary. We must train, brainwash and convince staff to understand who pays their way because it’s not just how to offer excellent customer experiences it’s about why they should want to keep on doing it! So to all the senior management and business owners out there who are in this industry – get your act together. Tell your staff that each customer, client or guest that walks through the door contributes to their wages – if they don’t like it then the question for management to staff is “How can I help you to leave?”
Jennifer Trethewey is also a speaker trainer coach who specializes in customer experience and staff dynamics.
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