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People Who Live in Glass Houses

Guest post by: Ed Drozda

Article Overview: The public face of your business is best gauged by the way you and your employees are perceived by each other, customers, vendors and other vested parties. Do you know what people see when they look at your business? Do you like what they do see?

People Who Live in Glass Houses

I am driving along down the highway, minding my own business, going about speed limit plus 5 in the right lane. Suddenly a van appears behind me, close enough to view the scowl on the face of the harried driver. In response, I drop back to the speed limit and moments later the van pulls around me. During his pass I noticed his one finger salute and then he pulls away and cuts into the lane in front of me. As he drives away I make a mental note of his business name and location; it's plastered over the vehicle for all to see. People that live in glass houses- it's been said they should not throw stones. But it's also important they watch what they do; after all everyone can see what they're up to.

The harried driver was an employee, not the business owner. I found that out when I called the number on the truck to inform them that one of their drivers had nearly run me off the road. They were quite apologetic, but I made it very clear I would never consider doing business with them. I suggested to them it would be worth their while if they reminded their employees that they are ambassadors for the business- very obvious ones at that! My harried driver may have been late for an appointment but he took his personal agenda out on me. For all I know his company may be one that I could do business with; but the damage is done and I doubt will ever have the opportunity to find out.

Whether you're in a vehicle with advertising on it, on the phone, in person or otherwise, you and your employees are the public face of your business. What is said and done says a lot about the business (even if it has nothing to do with the business). I'm not talking about mannerisms and appearances- I'm talking about treating people well. Employee rudeness, intolerance, impatience and annoyance do not make for a positive customer experience. Occasionally the unhappy customer may file a complaint/concern. More often I suspect they simply go away and share their experience with others- lots of others! This cannot be good for business. So what to do?

Assess the status quo- take a look at the current state of your business behavior. Is it on track? What are your strengths and weaknesses? Get input from an array of vested parties- customers, employees, vendors, etc.

And once you know where you are:

Set the example- practice the Golden Rule- do unto others as you would have them do unto you; let your employees know that treating people right is part of the business culture and that is expected in the workplace

Encourage feedback- let your customers, employees, vendors and other contacts know that feedback is wanted and make it easy for them to provide it

Take action- feedback is worthless unless it is assessed and serves as the basis for change; make sure that people know that their feedback matters Don't leave the reputation for your business in the hands of a harried driver or a frustrated clerk- your' business is like a glass house and rest assured, people are watching!

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Article Tags: glass houses, public face, public face of your business, treating customers well



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